Why listening is key to bridging the CX gap

Published on: August 19, 2020
Author: Steve Nattress

There are two competing approaches to transforming customer experience – central control or delegating it to every team company-wide. Steve Nattress outlines how a hybrid approach can bring the benefits of both...

Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place

Published on: August 05, 2020
Author: Anne-Merete Jensen - Senior Business Consultant

It’s essential that businesses are ready for changing customer needs, especially as we move closer to Peak. In the final part of this three-part series to help companies optimise their customer service operations, Anne-Merete Jensen explains 5 areas to focus on to ensure you have the right resources in place...

Does your customer experience pass the #MakeMomProud test? Part 2

Published on: July 29, 2020
Author: Guest author: Jeanne Bliss

In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother? These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it comes to customer experience?

Why now is a great time to optimise your customer service - Part 2: Analyse your business

Published on: July 22, 2020
Author: Anne-Merete Jensen - Senior Business Consultant

In this post we look at auditing your organisation and listening to your frontline staff who spend their days dealing first-hand with queries and issues from consumers. Consequently, they have an unrivalled amount of experience of where there might be gaps and how processes can be improved. Start by asking both agents and managers these nine key questions...

Why a consistent customer experience is so important (and how to deliver it)

Published on: July 08, 2020
Author: Pauline Ashenden - Demand Generation Manager

Building trust with consumers relies on companies delivering fast, accurate and above all consistent answers to customer service questions. This delivers reassurance to customers, which is always been important but is now vital given the fast-changing nature of the current crisis. Here are 4 areas to focus on to drive consistency…

Customer service: what you can learn from great business leaders

Published on: July 02, 2020
Author: Pauline Ashenden - Demand Generation Manager

In previous posts we’ve identified insights that modern customer service teams can learn from the great thinkers of classical antiquity and from key historical figures. In the next instalment of our series we delve into significant quotes from modern business leaders – what can they teach you and your team?

Why now is a great time to optimise your customer service - Part 1: Start with an audit

Published on: June 24, 2020
Author: Anne-Merete Jensen - Senior Business Consultant

Normally retailers, and companies in many other sectors, would now begin preparing for their Peak season. However, in 2020 almost every industry has seen its operations thrown into turmoil. But, no matter how your plans have been affected, now is still a good time to look at auditing and optimising your operations.

Why you can no longer ignore the cloud for CX applications

Published on: June 17, 2020
Author: Tom Walmsley - Business Development Manager

Customer service departments have been transformed by COVID-19 - 84% of UK contact centres have now moved from a centralised model to one based on home working. We explain how moving to the cloud delivers the flexibility required for changing times.

Customer service: what you can learn from great historical figures

Published on: June 11, 2020
Author: Pauline Ashenden - Demand Generation Manager

To help inspire customer service teams, we’ve looked back through history to pinpoint key insights that help deliver best practice today. In the first of our three-part-series we focused on the thoughts of the great minds of classical antiquity. In this follow-up, we focus on pearls of wisdom from key historical figures from the Renaissance to the late modern period...

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