Making an argument in support of excellent customer experience (CX) is not hard at all. In…
Category: – Customer Service/Experience
Are Consumers Ready for Automated Customer Service?
CGS Survey Reveals a Blend of Automation and Human Interaction Will Drive Meaningful Connections Between Customers…
Insurers Neglecting Customer Service on Digital Channels
Insurers neglecting customer service on digital channels, Eptica finds Poor performance and focus on social media…
Consumers of All Ages Want Responsive Customer Service
New YouGov Research Shows Consumers of All Ages Want Responsive Customer Service and Data Security from…
Utilities Customer Satisfaction Firmly On Hold in 2019
New Report from TTi Research Reveals Utilities Customer Satisfaction is firmly ‘On Hold’ in 2019 –…
Poor CX Prevents Citizens accessing Vital Information
Poor customer service prevents UK citizens accessing vital information from councils Over a third (37%) of…
3 Steps from WFM to WFO for Exceptional Customer Service
What’s next for WFM? 3 Steps from WFM to WFO for exceptional customer service It’s time…
Bringing Customer Service Into The Digital Age
Bringing Customer Service Into The Digital Age Jeremy Payne, VP of Product Marketing, Enghouse Interactive When…
Zendesk Benchmark Reports on Biggest Gaps in CX
New research shows fast growing small businesses and midsize companies are 40 to 60 percent more…
Putting the Pride Back in Customer Service – Sion Lewis, LogMeIn
Putting the pride back in customer service Sion Lewis, VP of EMEA at LogMeIn, considers why…
Hyper Personalisation Transforms Customer Experience
Hyper personalisation transforms the customer experience – Contact centres failing to provide a hyper personalised experience…
Companies Face Boycotts For Slow Customer Service
Research reveals over half (56%) of Brits would stop shopping with a brand if they experienced…
Make Sure your CX is Switched on During the Big Switch-Off
In 2015, British Telecom (BT) announced it would be switching off the UK’s legacy PSTN and…
3 Ways to Create a Kinder Customer Experience
Speech analytics has long been used to determine moments of truth in the customer journey. Today,…
Customer Experience Sector in Ireland – New Report
IDA Ireland Launches new report on Customer Experience Sector in Ireland – Automation and “Chatbots” to…
Outsource Recognised for Outstanding Customer Service
Walsall-based utilities customer contact outsourcer, Echo Managed Services, and its client South Staffs Water have been…
How to Personalise the Customer Experience
Recent independent research by Opinion Matters showed that customers want to know why you’re calling them…
So what is this Customer Experience all about?
What is Customer Experience? Peter Tetlow, Client Solutions Director at Ventrica, explains his take on what…
EDF Energy Appoint Odigo to Support Contact Centre
EDF Energy appoints Capgemini’s Odigo to support its customer service operations Capgemini have announced that…