The impact of knowledge on current customer satisfaction

Published on: May 20, 2020
Author: Steve Nattress

Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. In the current crisis its importance has deepened even more – we asked consumers about their experience of knowledge in the COVID-19 era and the lessons for businesses…

Customer service: why you can learn from the classics

Published on: May 13, 2020
Author: Pauline Ashenden - Demand Generation Manager

To inspire today’s customer service leaders we’ve collected key quotes from great thinkers and writers from across history, explaining how they can drive improvements across your organisation. This week’s post focuses on classical philosophers, playwrights, emperors, orators, poets and fabulists...

Are banks building trust through customer service excellence?

Published on: May 06, 2020
Author: Pauline Ashenden - Demand Generation Manager

The pandemic is accelerating digital transformation and a need for greater customer engagement in many verticals, and banking is a prime example. We look at the current state of banking customer service, based our latest search.

Caring for your customers during COVID-19

Published on: April 30, 2020
Author: Pauline Ashenden - Demand Generation Manager

The COVID-19 crisis is impacting us all, so in this post we look at 5 ways for companies to ensure that they are delivering the right service to their customers, creating loyalty - now and in the future…

Turning the COVID-19 crisis into an opportunity

Published on: April 28, 2020
Author: Manuela Pifani, CXellence Consulting

This week we’re featuring different perspectives on customer service and customer experience during the current COVID-19 pandemic and beyond. Today in a post on our parent company Enghouse Interactive’s blog, award-winning CX expert Manuela Pifani shares her thoughts on how brands can use the crisis as an opportunity to better engage with their customers.

Why the golden rules of service by Fred Sirieix should inspire all of us

Published on: April 23, 2020
Author: Pauline Ashenden - Marketing Manager

Consumers expect the same high levels of service from every company in any sector. This means that any business in almost any industry can learn from service-oriented sectors such as restaurants and hospitality, especially from Fred Sirieix’s 10 Golden Rules of Service.

The importance of listening to customers during COVID-19

Published on: April 15, 2020
Author: Taoufik Massoussi - Product Manager & Head of AI

At this time of change due to the COVID-19 pandemic, the experience and service brands provide is vital. To achieve this, they need to transform how they listen to customers – and act effectively and quickly on their insight.

The state of UK customer service 2020 - struggling to improve

Published on: April 08, 2020
Author: Pauline Ashenden - Marketing Manager

Digital channels are now a vital part of the customer relationship, across every sector. Now, more than ever, it is essential that UK brands provide the right levels of service on them. We evaluated how they are doing…

What will customer self-service look like in 2025?

Published on: April 01, 2020
Author: Steve Nattress

Self-service is already a key part of delivering the customer experience that today’s consumers expect. How will it develop over the next 5 years due to AI and other innovations?

Why you must map your channel strategy to your customer demographics

Published on: March 26, 2020
Author: Pauline Ashenden - Marketing Manager

Customer expectations are continually rising – particularly when it comes to the service they receive from businesses and the channels they use. We looked at the impact of demographics on customer service channel choice…

Pages