Why your approach to knowledge is key to the customer experience

Published on: March 21, 2018
Author: Pauline Ashenden

Providing access to knowledge is at the heart of creating an excellent customer experience. Failing to deliver timely, accurate answers to consumer questions disrupts the customer journey, while making it difficult to access relevant information, such as on your website, drives potential buyers away. Given the importance of knowledge, are UK brands delivering?

How do UK banks rate on customer experience?

Published on: March 14, 2018
Author: Neil Cox

Banking, like many other sectors, is undergoing a period of disruption and change. Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. How are UK banks delivering when it comes to customer experience?

Why surveys aren’t enough for Voice of the Customer success

Published on: March 07, 2018
Author: Taoufik Massoussi

Brands understand that they need to listen to their customers if they are to deliver an engaging experience that drives loyalty and long-term revenues. That’s why they have invested heavily in Voice of the Customer (VoC) programs – however most existing VoC approaches have significant drawbacks which limit their effectiveness….

Why the future of customer service isn’t just automation

Published on: February 28, 2018
Author: Pascal Gauvrit

The rise of artificial intelligence is leading many people to predict that the future of customer service will be driven by automation and technology, without the need for human agents to interact with consumers. However success will be more about balancing humans and technology in order to meet consumer needs.

5 tips to transform your social customer service

Published on: February 21, 2018
Author: Pauline Ashenden

Consumers are spending more and more of their time on social media networks, with the likes of Twitter and Facebook now vital sources of news, information as well as places to interact with friends, families and brands. That makes social customer service a major, growing part of every brand’s customer experience - here are 5 ways to transform it

6 trends that drive today’s consumers

Published on: February 14, 2018
Author: Olivier Njamfa

Today, businesses know that they need to focus on constantly improving the experience they provide if they want to win and retain loyal customers. However, as well as looking at how they can deliver better service it is important to look up and understand the high level trends in society that are driving today’s consumers....

The 6 key challenges to successful self-service – and how to overcome them

Published on: February 07, 2018
Author: Sylvain Maugard

Today’s connected consumers have high expectations of the brands they deal with. They want fast access to information, through their channel of choice. No wonder that both consumers and companies are turning to online self-service systems. But many are failing to deliver – here are 6 reasons why.

The Year of Humanity: Putting the customer first in 2018

Published on: January 31, 2018
Author: Pauline Ashenden

Amidst all the talk of artificial intelligence, chatbots and the Internet of Things transforming the relationship between brands and consumers, it is easy to forget the vital importance of the human element to successful customer service. How can you balance both?

Understanding your customers to transform CX

Published on: January 24, 2018
Author: Olivier Njamfa

Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success. High profile CX issues all demonstrate the impact that a poor experience has on reputation and revenues. And, while well-publicized cases may make the news, it is smaller, more individual problems that cause customers to switch.

5 ways to get your email customer service ready for 2018

Published on: January 17, 2018
Author: Pauline Ashenden

Despite the rise of new channels such as social media, email is still the number one digital channel for customer service, making up an average of 20.5% of incoming interactions to customer service teams. So how can organizations respond quickly, accurately and efficiently?