From AI to automation: Can technology put utilities back on top for customer centricity? Richard Farrell,…
Category: – Customer Service/Experience
Increased Expectations, Declining Loyalty: Consumer Experience Trends
Increased Expectations, Declining Loyalty; Qualtrics Announces 2025 Consumer Experience Trends Hype about AI gives way to…
Creating Exceptional Customer Contact this National Customer Service Week
This week marks National Customer Service Week, a celebration of the customer service industry and its…
Why is the Customer Service Industry Ignoring Older People?
According to data from The Institute of Customer Service, 1.3 million over 65s in the UK…
When Customer Service Becomes an Endless ‘Sales Pitch’
My car had a manufacturer recall recently so without hesitation I telephoned my local dealership to…
Gen Z Wants Better Digital Customer Service
The WhatsApp generation: younger shoppers urge brands to increase use of digital channels for customer service,…
Ofgem sets out Vision for Customer Service culture in Energy Sector
Ofgem sets out vision for customer service culture change to make energy sector best in Britain…
Contact Centre Report: The CallMiner CX Landscape Report 2024
Over the last two years, organisations have been quick to implement AI (sometimes at the expense…
Fixing Customer Service doesn’t begin and end with the Contact Centre
Fixing customer service doesn’t begin and end with the contact centre. Nicky Hjerpe at Netcall discusses.…
National Customer Service Week (NCSW) 7th – 11th October 2024
This year’s National Customer Service Week (NCSW) will run from Monday 7th to Friday 11th October…
UK Consumers ‘Hacking’ Customer Service to Void Automated Chatbots
Majority of UK consumers ‘hacking’ customer service to avoid automated chatbots in the contact centre according…
Swipe Right to find your Perfect Retail Contact Centre Match
Cirrus is here to here to stamp out all your poor customer experiences. If you appreciate…
UK Consumers Call on AI to Save ‘Broken’ Customer Service
New survey reveals: UK consumers call on AI to save “broken” customer service, as businesses fail…
Taking the Travel Experience to New Heights: A Guide for CX Leaders
Taking the Travel Experience to New Heights: A Guide for CX Leaders. Each year, millions of…
Signed, Sealed, Delivered – the Demise of Customer Experience
Signed, Sealed, Delivered – the Demise of Customer Experience in the contact centre. Jonathan Sharp, CEO,…
Improving Customer Experience (CX) with Self-Built AI
Improving Customer Experience (CX) within contact centres with Self-Built AI AI applications help organisations improve their…
Cut Costs While Delivering Better CX: The AI Advantage
Cut Costs While Delivering Better Customer Experiences: The AI Advantage Is your contact centre struggling with…
EDF & Utilita Named as Worst Suppliers for Customer Service
EDF and Utilita named as worst suppliers for customer service through their contact centres in Citizens…
Evri announces £1m investment into AI Strategy to Transform CX
Evri announces £1 million investment into AI strategy to further transform the customer experience through its…