News

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…

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.

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…

Customer Service in 2020: Reflect, Refocus, Reignite

Published on: March 11, 2020
Author: Pauline Ashenden - Marketing Manager

The recent Institute of Customer Service Conference provided the perfect opportunity to bring the industry together to share best practice, highlight strengths and look to the future. The event’s theme “Reflect, Refocus, Reignite” perfectly summed up what companies and organisations really need to do during these challenging times, as our report explains....

Why you need to give consumers channel choice to drive engagement

Published on: February 28, 2020
Author: Pauline Ashenden - Marketing Manager

The number of channels available to consumers has skyrocketed with the telephone, email and the web joined by the likes of chat and social media. But which channels do consumers want to use – and what are their expectations in terms of speed? Our latest research gives more insight into channel choice…

The impact of worsening UK customer satisfaction

Published on: February 05, 2020
Author: Pauline Ashenden - Marketing Manager

Customer satisfaction in the UK is getting worse, according to the latest Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI). Why are brands slipping back and what do they need to put in place to meet rising customer expectations?

4 Christmas customer service lessons from Santa

Published on: December 18, 2019
Author: Pauline Ashenden - Marketing Manager

Christmas is nearly upon us and children all around the world are eagerly awaiting the sound of sleigh bells and the arrival of Father Christmas with his sacks of presents. What can hard-working customer service teams learn from Santa Claus this festive season?

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