One of the themes of the upcoming National Customer Service Week is Recognition – ensuring that the efforts of your agents are recognised and celebrated. How can you achieve this? Based on our experience, here are 4 recognition programs that really increase morale for all.
When it comes to the world of customer experience, often the consumer no longer knows who to trust. In this guest post, CX expert Ian Golding outlines the state of trust today and explains how brands can build lasting trust with consumers.
Brands know that getting a better understanding of their customers and their journey is key to creating a winning customer experience strategy. Read how Crédit Agricole Consumer Finance has transformed its Voice of the Customer programme and is gaining deeper insight with vecko by Eptica…
As the Summer holidays come to an end, it’s the perfect time to highlight the importance of service and experience to business success. Ahead of National Customer Service Week, we’ll be looking at key areas for customer service, starting with trust.
Chat is fast becoming a mainstream channel when it comes to customer service. However, while adoption has increased, so have customer expectations – this post outlines 5 features you should look for from your chat solution in order to drive success.
Gaining real value from your Voice of the Customer (VoC) program requires not just collecting insight, but ensuring that all relevant teams across the business have access to this intelligence, and can then act on it. This is not always easy with traditional VoC approaches. Here are 4 ways you can ensure you successfully close the loop…
Since AI moved center stage, commentators have been queuing up to voice their concerns about its negative impact on people and jobs. However, CX success means balancing humans and technology – as the latest Forrester research explains…
A Dimension Data report found that, on average, organizations are offering a choice of 9 different channels, forecasted to rise to 11 in 2019. That’s a hell of a lot of channels. In this guest post, Adrian Swinscoe explains why customer experience needs to get back to basics and shares insights from his new book – Punk CX.
Every industry is facing greater competition and a need to react more quickly to customer needs, often in real-time. How can marketers become more agile, particularly when it comes to understanding and acting on customer insight more rapidly?
UK brands find themselves responding to around 463.5 million contacts every month – and the number is rising. Here are 5 ways to reduce the number of incoming contacts, while keeping satisfaction levels high…