That the customer experience counts is not news to anyone, but it is easy to underestimate…
Category: – Customer Service/Experience
The Changing Face of Customer Loyalty in Contact Centres
The changing face of customer loyalty – Dino Forte, CEO at contact centre outsourcer Ventrica, explores…
UK Customer Experience Decision-Makers Guide
The 2019 UK Customer Experience Decision-Makers’ Guide is based on hundreds of surveys with UK businesses,…
Consumers Love Messaging Hate the Experience
Consumers Love Messaging for Customer Service But Hate its Experience Silo YouGov survey of US and…
Overcoming Barriers to Five-Star Customer Service
Many contact centres are held back by poor image, a reactive mindset and disjointed technology. Colin…
Pets at Home Deploy Intuitive CX Technology
Pets at Home to deploy intuitive CX technology to bolster overall customer satisfaction – Real-time feedback…
Customer Experience is Key to Brand Success
New Report by Fonolo Finds Customer Experience is Key to Brand Success in 2019 A new…
Customer Experience Falling Short Across Multiple Channels
Customer Experience Falling Short Across Multiple Channels, Serenova Market Research Finds – 77% of Respondents Report…
Companies Struggle to Meet Customer Expectations
The Digital Achievement Gap: Companies Struggle to Meet Customer Expectations The Zendesk Customer Experience Trends Report…
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…