Which retailers will thrive this Christmas and beyond?

Published on: December 02, 2016
Author: Pauline Ashenden - Marketing Manager

We’re now well into the holiday shopping season, with Black Friday and Cyber Monday behind us but plenty of shopping days to go before Christmas itself. The trading picture so far this year has been mixed, and for many retailers this time of year is make or break time.

The push for mobile customer service

Published on: November 30, 2016
Author: Gokcen Onur - Technical Project Manager

The rise of the smartphone has transformed how people interact with each other, brands and the world around them. Rather than being tied to a PC or landline phone, smartphones empower users by putting a computer in their pocket. Last Christmas Amazon reported that 70% of its customers shopped through a mobile device, for example.

5 top trends driving customer service

Published on: November 28, 2016
Author: Guest author: Chris Measures

When it comes to service, customers today demand the highest standards from every organization that they deal with, in every industry and across every channel. Ensuring your company meets their expectations can appear daunting, particularly in highly competitive markets. Here are five key trends driving customer service strategy....

Why you need to take a customer-centric view of digital transformation

Published on: November 23, 2016
Author: Pauline Ashenden - Marketing Manager

Whatever sector they are in businesses are embracing digital transformation, implementing new technologies and ways of working in a bid to differentiate against increasing competition and to get ahead of rivals. However, too often these digital projects can fail to improve the customer experience...

Customer Experience - disrupt or be disrupted

Published on: November 18, 2016
Author: Olivier Njamfa - CEO & Co-Founder

Whatever market they are in, organizations face a stark choice – innovate across their operations and get closer to customers or lose market share to more agile, flexible rivals. The forthcoming Franco-British conference ‘Disrupt or Be Disrupted’ will look at the impact of this changing world and how companies of all sizes can understand and compete in it.

How does customer experience affect sales growth?

Published on: November 16, 2016
Author: Neil Cox - Account Manager

Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line?

Are insurers embracing social customer service?

Published on: November 14, 2016
Author: Chris Eideh - North American Sales Executive

Providing customer service through social media has multiple advantages for both consumers and companies. Customers want the convenience and simplicity of being able to contact companies through Twitter and Facebook, without needing to call or email a business. Done well, social customer service also benefits brands.

Connecting with your customers across APAC

Published on: November 09, 2016
Author: Vincent Giraud - Business Development Manager

Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group. However, this only goes so far, as age isn’t always a good guide to customer needs. For example, 45% of APAC consumers are millennials, but that doesn’t mean they all have the same needs, wants and desires.

3 ways to extend customer service across the enterprise

Published on: November 04, 2016
Author: Pauline Ashenden - Marketing Manager

When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service. They expect to receive high quality, joined-up service and get a consistent, accurate answer to any question that they might have.

The 3 dimensions of customer service conversations

Published on: November 02, 2016
Author: Laurence Chami - Managing Director

Organizations today receive a growing number of incoming emails and social media messages from consumers. At the same time the range and scope of these interactions is also expanding – essentially consumers today want to be able to have conversations with brands, on their channel of choice, in order to find out information, solve problems and to give feedback.

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