News & Insights

News & Insights

Articles, advice and how-to guides to help you deliver an excellent customer experience for your global customers. Our in-house experts write about a variety of topics including CX, WFH, gaming, and many others.

Our blogs receive updates at least twice a week, so make sure to visit frequently to get all the latest news and insights from 5CA.

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How CX can help you connect online with your customers

Customer Experience can play a pivotal role in differentiating your brand against the choppy sea of competition. Let’s be clear: digital retail has always been a competitive environment, but the global pandemic has seen a huge retail pivot to e-commerce as high street stores have been forced to close. Let’s look at some of the ways customer experience can help build a closer relationship with your customers.

Why a perfect storm is gathering for multi-lingual hubs (and what to do about it)

The Multi-Lingual Hub (MLH) approach is under pressure right now all across Europe. What are the issues they face and what does it mean for their customers? Rory Stark and Marcel Stroop ask if a perfect storm is on the horizon for this way of working. Rory Stark and Marcel Stroop ask if a perfect storm is on the horizon for this way of working.

What are the 5 CX trends you need to know about for 2021?

Our Sales Consultant Matt Sims was invited to speak this week at the Nordic launch of Zendesk’s 2021 CX trends report, part of its global survey based on data from 90,000 businesses across 175 countries. Here Matt shares his take on the five CX trends that everyone needs to know about in 2021.

7 CX Trends That Will Hit E-Stores in 2021

The shift from shopping in-store to on-screen has grown each year, but the pandemic has thrown gasoline onto the fire that was already raging for high street retail. E-commerce had its biggest year ever in 2020 and its swallowing up of legacy high street brands shows no sign of stopping. It’s never been more important to update your CX strategy for e-stores. Read our blog to learn the seven CX trends we predict will take off in 2021.

Why it takes a gamer to know (and help) a gamer

After the events of 2020, it’s no surprise that the whole world is gaming longer and harder than it ever has before. Mobile gaming in particular has had a stellar year, as millions of us have turned to our phones to stave off lockdown boredom. The numbers on mobile gaming are huge. According to a recent report from App Annie, the number of weekly downloads in mobile games is up 15% year-on-year, to more than 1 billion worldwide.

Koen Schobbers on the secrets of parenting for responsible gaming

Gaming is the world’s #1 lifestyle choice, played by more people than any other form of entertainment. We’ve had a ringside seat for its evolution, working hand-in-hand with our clients to support their customers as they enter huge, new immersive worlds. That includes working with experts in the field like Koen Schobbers, who helps to teach and promote responsible gaming via his company Parents of Play.

5 reasons why CX monogamy is overrated

The times, they are a-most-definitely-changing. As seasoned CX veterans know, plenty of the received wisdoms of third-party contact center management have received something of a battering over the last few years.

What did we learn from the ‘Future of CX’ debate?

If you were not able to attend “CX Strategy: What now?”, our panel debate from last week, then here it is. An insightful, thought-provoking hour with industry gurus Mark Hillary, Stephen Loynd, Peter Ryan and our own Robert Van Diem. Here are some of the themes that really stood out for us.

CX Strategy: What Now? – WFH Takes Center Stage

I’m pleased to announce that I will be participating in a debate hosted by 5CA on October 27th. The title is CX Strategy: What Now? It’s going to be particularly topical, as one of the key things we will discuss, in the midst of this pandemic, is working from home (WFH) in the CX arena.