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Hot off the press. Check out all the latest news from Engage Hub.

Increased consumer control the key GDPR benefit influencing the customer experience

A year on from the General Data Protection Regulation (GDPR) compliance deadline, long gone is the stream of emails asking for consent, and to some organisations, GDPR has proved an all-round inconvenience and challenge. Any organisations that doubted the severity of compliance have been proved wrong. This year has seen European data protection agencies flexing their muscles, issuing fines totalling €56m for GDPR breaches, from more than 200,000 reported cases – and watchdogs warn that they are just getting started.

Will AR and VR revolutionise the retail experience in Ireland?

It is no secret that the Irish high street is facing a perfect storm of market pressure, from changes driven by the rise of ecommerce, to the damage that Brexit is having on consumer confidence. Ecommerce in Ireland is set to increase by 12.9 per cent this year with the online retail industry expected to be worth 2.2 billion euros at the end of 2019.

The history of AR and VR: from gimmick to business problem solver

The history of augmented reality and virtual reality can be traced all the way back to 1838, when when Charles Wheatstone invented the stereoscope — this technology used the view from each eye to create a 3D image for the user

Mastering the misconceptions of AI and Automation in 2019 and beyond

Oxford Economics’ latest report estimating that robots are expected to ‘replace up to 20 million factory jobs’ by 2030 opened up a heated debate about what the future of the workforce would look like. One of the most worrying potential outcomes being the impact it will have on already stagnating wages.

Technologies of the future: How AR and VR are bringing a fresh element to retail

It is fair to say that UK retailers have been on a tumultuous journey over the last year or so, having had to face a variation of market pressure, challenging e-commerce rivals, not to mention rising rents and tricky trading conditions. It’s become the norm for retailers to be fighting for their survival. However, a way to stop retailers from vanishing off the high street is to keep up to date with the latest technological trends and apply them to their business.

Debate: Will the British Airways GDPR fine have a bigger impact than the Cambridge Analytica scandal?

Will the British Airways GDPR fine have a bigger impact than the Cambridge Analytica scandal?

As AR and VR turn CX on its head, let’s not forget Chatbots

The current conditions for UK high street retailers are far from favourable. Not only are they battling market pressure and challenges from ecommerce competitors, but also increasing rents and tough trading conditions. To ensure survival, retailers today must keep their finger on the pulse of all the latest technological advancements.

Will AR and VR revolutionise the retail experience?

It is no secret that the UK high street is facing a perfect storm of market pressure, from changes driven by the rise of ecommerce, escalating rents to unfavourable trading conditions. The key to battling this storm is for retailers to rapidly innovate and stay at the forefront of technological change.

5 simple ways to ensure IVR isn’t losing you customers

Interactive Voice Response (IVR), the friendly voice that we as consumers have all had a relationship with, often simple, sometimes ugly, but always with little patience.  There are many misconceptions about IVR, and the lack of patience from consumers is making the benefits that they are receiving obsolete.

One year on: How GDPR has transformed customer experience

In the year leading up to the 25th May 2018, the General Data Protection Regulation (GDPR), to consumers, was best known as a continuous series of arduous rapid-fire, opt-in/opt-out privacy notices from organisations. For businesses, it was the cause of tension, confusion a rush to ensuring compliance for fear of a maximum fine of 4 per cent of global annual turnover, amounting to €20 million.

Don’t forget the human touch in Industry 4.0

Seamless customer experiences that balance technology with human touch. As organisations increasingly take a multi-channel approach to customer experience, examining how people interact with them digitally and by phone, this Caledonian Sleeper example is a timely reminder of how neglecting face-face interactions can be very damaging.

AI in customer communications: Why the need for diversity is key

Technology truly has the power to move society forward—and we’re seeing it being adopted for good across the world. When it comes to healthcare, for example, AI is being used to process medical research in a way we’ve never seen before. In recent weeks, we’ve seen reports from UCLA that a new AI system can detect prostate cancer with the same levels of accuracy as experienced radiologists.

The golden opportunity of chatbots

The chatbot has come a long way since ELIZA was developed in 1966. Improvements in NLP (natural language processing) and automation mean that they are now able to engage in meaningful, flowing conversations with customers in real-time, delivering human-like interactions without the waiting times associated with contacting a call centre. As a result, all kinds of businesses are looking into how they can use chatbots to improve customer experience. But advances in technology does not guarantee success.

How automation will enhance the call centre experience

We’re more used to automation than ever before. There may have been some grumbling about the self-service checkouts that have become the norm in many supermarkets, but it turns out many people are happy to scan their own shopping in return for the speed that these kiosks offer. Inside the home, it’s a similar story—despite scare stories about always-on surveillance by tech giants like Amazon and Google, people are using Alexa and Google Home every day to adjust their heating and play music

Engage Hub launches AI-powered NextGen IVR

Engage Hub, the data-driven customer engagement company announced the latest release of its NextGen Interactive Voice Response (IVR) solution. The new features of the AI-driven technology enable a fully-personalised experience for customers and full cross-channel integration.

News: Engage Hub launches AI-powered Next-Gen IVR

Engage Hub announced the latest release of its Next-Gen Interactive Voice Response (IVR) solution. The new features of the AI-driven technology enable a fully-personalised experience for customers and full cross-channel integration. The solution, part of the Engage Hub platform, gives IT and contact centre managers the ability to add voice to their systems and provide automation while still offering the best customer experience.

Engage Hub launches AI-powered Next-Gen IVR

Engage Hub today announced the latest release of its Next-Gen Interactive Voice Response (IVR) solution. The new features of the AI-driven technology enable a fully-personalised experience for customers and full cross-channel integration.

Press Release

Engage Hub launches AI-powered NextGen IVR to help navigate a voice-first world

March 6, 2019

The State of Self-Service in Customer Experience

In this piece, Simon Brennan, VP sales, Engage Hub, outlines for RetailTechNews the current state of self-service within customer experience. It’s fair to say that self-service in the retail industry has taken huge strides in recent years. Once a gimmicky and unpopular form of customer interaction, chatbots powered by highly advanced AI and machine learning technologies have delivered self-service that is seamless and fast.

Avoiding the little mistakes that lead to huge data breaches

When GDPR was finally put into motion earlier last year, and the reems of emails associated with it from online retailers finally stopped, many hoped that for EU citizens a new era of improved personal data security was around the corner. The regulation was very much a watershed moment in the overall debate that has been dominated by increased worries around data misuse and breaches in recent years.

Debunking the myths around UX

What is best practice when it comes to UX? Unfortunately, a lot of advice out there on ‘user experience’ (UX) directly contradicts other advice. Some of this bad advice is simply out of date, but some is simply wrong – always was, always will be.

How do these myths take hold? Sometimes what makes for good advice is sector-dependent and not universally applicable, other times it’s because of “truthiness”: “Don’t make users click more than three times” sounds like it should be true, even if it isn’t.

The need for a customer-centric bank

For financial services providers, the needs of their customers must be at the heart of their digital transformation. This is true for both fintechs looking to steal business from established players, and those established players looking to protect their market share.

Press Release

Engage Hub recognised as RTIM provider by independent research firm as it pushes to deliver personal experiences

January 22, 2019

Press Release

Survey: Over two-thirds of C-level executives now prioritise customer experience above profit and revenue growth

November 21, 2018

Improving CX strategies: Get the balance right between technological and staff investment

The study, put together alongside Sapio Research and which polled 100 UK-based customer engagement decision makers, argued organisations see customer experience as more important than even profit and revenue growth going forward. 36% of those polled said CX was the top business objective, compared with 34% for net profit and revenue growth, followed by 24% for staff development and 23% for cost reduction.

Brand owners prioritise CX but fail to break down silos

Customer experience is now more important than even profit and revenue growth for most businesses, but successful implementation is being hampered by siloed systems and people.

Jingle all the way in the Digital Age

You’d be surprised to remember it’s early November, the festive lights have started to go up in Carnaby street, our favourite selection tubs are on the shelves, and the mystery has been lifted to what seasonal flavours we can expect from Starbucks and Costa! Readers, this can only mean one thing; the Christmas period is here!

Should banks fear tech giants entering the market?

The big tech companies – predominantly Google, Apple, Facebook and Amazon (GAFA) – have taken the western world by storm in the 21st century. But none of these companies have officially entered the banking industry in the UK, although the door could be open in the future.

Press Release

Engage Hub expands LATAM presence with appointment of Gabriel Lobitsky as SVP Sales

October 11, 2018

Press Release

Engage Hub and Bank of Ireland shortlisted for Best Use of Technology award

September 20, 2018

Digital transformation of the customer experience: How to measure ROI

In order to drive customer satisfaction, organisations need to successfully embrace digital transformation – and success boils down to defining measurable goals and then rolling out the technologies, skills and processes needed to achieve them.

What does the customer want?

Transform or die: Why failing to digitally transform your business will end in disaster

Press Release

Engage Hub appoints Karen Waters as Product Director to lead next stage of digital CX innovation

July 3, 2018

Transforming the market: How technology is creating opportunities for MVNOs

Telecoms.com periodically invites expert third parties to share their views on the industry’s most pressing issues. In this piece Freelance Technology Journalist Kate O’Flaherty explores how technologies are creating opportunities for Mobile Virtual Network Operators. AI customer service, 5G and virtualisation are among the key technologies helping to transform the MVNO market

Why your business needs chatbots to improve customer experience

How can a chatbot improve your customers’ experience? And, if you are going to make an investment, what steps should you take to ensure implementation runs smoothly? Here, Chris Crombie finds out.

A new age of personalised customer experience

The implementation of General Data Protection Regulation (GDPR) is just around the corner, and it is about to usher in an age of improved customer experiences.

Why Push Notifications Improve Customer Experiences

Increasingly demanding consumers are redefining the standards for online and mobile banking. Digital savvy customers now use mobile apps on a daily basis to assist with both their routine banking and with longer-term savings, investments and financial planning.

Personalising the customer experience in the midst of GDPR

When considering the imminent implementation of the General Data Protection Regulation (GDPR), it is understandable that many organisations may see the application of stringent privacy laws and the ability to personalise the customer experience as opposing ideals. But with the deadline just a month away, it’s time to have a swift rethink.

Press Release

Engage Hub enhances customer engagement platform with AI-powered chatbots

March 5, 2018

Press Release

Engage Hub expands APAC presence with appointment of Felix Wong as VP Sales

March 1, 2018

GDPR – an opportunity for disruption?

We’ve all heard much moaning and groaning around the upcoming GDPR. The work! The fines! The cost! But with just three months to go until the much-maligned new rules become a reality, we wanted to paint a more positive picture, with some success stories of those making GDPR work for them and, dare we say, even using it as a chance for disruption.

How Gordon’s used location-based targeting for selling G&T to 20,000 delayed commuters

How Gordon’s used location-based targeting for selling G&T to 20,000 delayed commuters.

Press Release

Engage Hub to roll Interactive Voice Response system out across 600 strong Sainsbury’s superstore network

January 17, 2018

Guest Blog: The View from India: Post-Brexit Business in the UK

A couple of weeks ago, I travelled out to New Delhi, India as part of a trade delegation visiting the India-UK Tech Summit, along with Prime Minister Theresa May, and the great and the good of the UK’s tech industry

Seven stats that shook the world of customer management in 2017

Every year, customer-centric professionals are bombarded with research and studies.

So we’ve compiled a list of some of the statistics that have been of most interest to us and our audience over the last 12 months. Some make for interesting reading. While others are very concerning!

People on the move featuring Fantastic Media, Unilever, Tumblr and more

This week has seen another wave of appointments and departures at brands, media owners and agencies. The Drum has rounded up the key moves from the EMEA, APAC and North America regions below.

Press Release

Engage Hub appoints Clive Hannon as COO

November 16, 2017

Press Release

New report from Engage Hub highlights customer experience challenges.

November 6, 2017

Beyond Britain: Why every organisation needs to prepare for GDPR

The exponential rise in digital data over the past decade has changed the way the public and organisations of all kinds engage.

Now every bank, local charity, hospital or public authority, each holds personal data about every customer, patient, client or constituent it comes in contact with.

Alexa Stands on the Verge of Transforming Customer Experience

The way consumers interact with brands through their devices is changing in “the age of voice”.

The latest phase affecting the customer experience is voice interaction. Consumers now have the option to interact with a business without even picking up the phone or talking to a real person. In this age, when time is a luxury for consumers, being able to interact with a business as quickly as possible is the most appealing thing for a customer.

How will Amazon’s Alexa change customer relationships?

Amazon’s AI-driven personal assistant, Alexa is becoming a more familiar part of many households, with more than 11 million devices sold across the US, UK and German markets before January 2017.

The Value of Data: It’s Not All Doom & Gloom on the High Street

It’s been a difficult 2017 so far for the retail sector: Jaeger collapsed into administration, Rue 21 closed stores, and Debenhams is closing stores to focus on a more digital approach. Many retailers are failing to meet consumer expectations by realigning their approach to a more digitally focused marketing strategy that ensures the retention and growth of their customer base. Digital has revolutionised where and how we can connect with our consumers.

It’s big, but it’s not clever – email overkill: retailers should stop the spam

It’s official – poorly targeted and overly frequent digital communications from retailers are turning consumers off. Statistics show a staggering amount of people unsubscribe or simply ignore messages that are so often littering their inboxes, the recipients deciding they are email overkill . . . spam. What’s to be done?

Pushing at an Open Door

When our attention span can be as short as eight seconds, capturing consumers’ attention is no easy feat. It doesn’t help that in the world of marketing communications, campaigns have traditionally centred on product news whereby a new product is introduced, or an existing product is updated, with the hope that customers will start purchasing it.

Press Release

Engage Hub and Another Number App Enables Busy Professionals to Take Control of Work Calls

March 22, 2017

10 spellbinding digital marketing stats from this week

We can’t promise it’ll be too cheerful, but hey, the sun’s been out this week. You can’t have it all.

The roundup includes news about ad fraud, online delivery, and digital ads. For even more, head on over to the trusty Internet Statistics Compendium.

Lack of communication main reason why consumers miss scheduled deliveries

A lack of communication from delivery companies is the main reason UK consumers miss scheduled deliveries, with nearly one in four British consumers (23%) saying poor communication has caused them to miss a delivery in the past 12 months, according to new research from Engage Hub.

Why Proximity Beacon Marketing Won’t Survive 2017

Consumers have the apps they need and are not looking to add to their collections. Xavier discusses why consumers may block beacon marketing from mass adoption.

Poor communication from delivery companies causes nearly a quarter of missed deliveries

Research commissioned by Engage Hub, the data-driven customer engagement solutions company, reveals that a lack of communication from delivery companies is the main reason UK consumers miss scheduled deliveries, with nearly one in four British consumers (23 per cent) saying poor communication has caused them to miss a delivery in the past 12 months.

Mobile Banking Is More Than Just An App

How often do you visit your bank branch? I’m going to guess it’s a lot less frequently than you used to, say, five years ago. And you wouldn’t be alone – figures show that daily visits to branches have fallen by 32% since 2011 and the number of times people visit a branch is set to almost halve by 2020 as more people favour their smartphones to manage their finances.

Customer engagement – are beacons really worth the hype?

Despite all the buzz around beacon technology as the new and exciting frontier of customer engagement, are marketing messages and promotions sent as part of a pre-existing transactional conversation still more effective and less intrusive?

Why communication is key to surviving the digital banking revolution?

With significant regulatory changes coming into force over the next couple of years, it is clear that key governing bodies want to intensify competition in the financial services industry. The Revised Payment Service Directive (PSD2), for example, will completely change banking as we know it.

Opinion: Delivering the best customer experience in the festive frenzy

Christmas is a time to shine and be remembered by customers for efficient, great service so how can retailers ensure they really do deliver, asks Simon Brennan, vice president of sales Europe at Engage Hub.