Top UK Organisations for Customer Service Revealed

Top UK Organisations for Customer Service Revealed in UK’s Most Comprehensive Mystery Shopper Programme Northern Powergrid,…

How Can Service Providers Deliver More Contextual Options?

How can service providers deliver more contextual options for consumers? Patrick Joggerst, Executive Vice President and…

What is a Single Customer View? Why Should You Care?

Imagine if, when you talked to a friend on the phone, you forgot everything you knew…

Resistance to Change is Nemesis of Customer Experience

Resistance to change – the arch nemesis of customer experience According to Patrik Vesterberg, at Teleopti,…

How to Improve Customer Satisfaction with Self-Service

How to Improve Customer Satisfaction with Self-Service – Martin Cross CTO at Connect Managed Services explains…

How to Use Chatbots to Enhance Customer Experience

How to Use Chatbots to Enhance Customer Experience – Tony Dolan, Head of Marketing at Connnect…

1 in 10 Consumers Never Had Good Customer Service

1 in 10 British consumers have never had good customer service Research from Zendesk finds 70%…

CX & Contact Centres: What Will Change in 2019?

In 2018 it was predicted that voice would soon be dead and that the only sounds…

Tackling Customer Service Pain Points Faced by Start-Ups

Tackling the four key customer service pain points faced by fast-growing start-ups – Parham Saebi is…

Good Customer Service Starts & Ends with People

Well-trained human agents blended with AI innovation and flexible cloud-based technology combine to create the perfect…

Bad Customer Service Stops Consumers Shopping Retailer

Bad customer service stops six in ten consumers shopping with a retailer Research reveals UK customers’…

Five Habits of Highly Effective CX Professionals Revealed

The five habits of highly effective CX professionals revealed in new industry report – State of…

NICE Unveils Journey Excellence Score Measuring Omnichannel CX

NICE Unveils Journey Excellence Score, the First Metric Measuring Omnichannel Customer Experiences NICE have announced the…

Marks & Spencer Enhance CX Through Rant & Rave

Marks & Spencer enhances customer experience through Rant & Rave partnership Retailer implements technology to understand…

What customers want (What they really really want….)

Sundeep Boughan at Puzzel, discussing how it’s important to look at what customers want, compared to…

How Informed Contact Centres Keep Customers Happy

When it comes to growing the bottom line and long-term growth, one of the most important…

We’re in danger of losing our softer side of customer service

 What is your favourite way to communicate? Email, WhatsApp, Snapchat, Twitter? Whichever it is, it’s increasingly…

Disconnected Systems are Destroying Customer Experience

When asked, most executives would indicate that one of their strategic priorities is to deliver an…

Digitally Enhance Customer Service. Don’t Fully Automate It

As the saying goes, “A problem shared is a problem halved.” Why then are many organisations…

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