Displaying 1 - 10 of 52

Meeting the CX needs of the connected consumer

Published on: December 06, 2017
Author: Vincent Giraud

We live in the age of the connected consumer. Everyone understands the huge amount of time people spend on their mobile devices, such as smartphones and tablets – there is even a term (Nomophobia), describing the increased anxiety we feel when we are away from our mobile. What does this mean for customer experience and customer service?

The changing face of European Customer Experience

Published on: November 29, 2017
Author: Olivier Njamfa

How good are European companies at delivering the customer experience that consumers demand? The latest Forrester research paints a mixed picture, with companies in the UK, France and Germany all lagging behind the United States. The recently released Forrester 2017 European Customer Experience Indexes found that CX worsened in the UK and stayed poor in France.

The 5 rules of Retail Christmas Customer Experience

Published on: November 22, 2017
Author: Pauline Ashenden

As we approach Christmas, the festive shopping season is moving into top gear. At the same time as they are looking for bargains, consumers also want to make their shopping experience as simple, hassle-free and quick as possible.

How to make your organization truly customer centric

Published on: November 08, 2017
Author: Olivier Njamfa

We all know that today it’s vital to put customers at the heart of your business. However, there are many companies that believe in this principle, but struggle to successfully ‘live it’ in practice, day-in, day-out. How do you become more customer centric?

UK brands struggling with digital customer experience

Published on: November 01, 2017
Author: Pauline Ashenden

The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries, according to the 2017 Eptica Multichannel Customer Conversation Study

Turning customer experience into competitive advantage

Published on: October 25, 2017
Author: Vincent Giraud

Customer experience is becoming the primary differentiator for brands, whatever industry they are operating in. At a time when competition is ever-increasing, the experience that consumers receive is central to attracting and retaining their business, and therefore to the company bottom line. It has never been easier to switch supplier – and consumers are happy to vote with their feet.

The importance of security and GDPR to the digital customer experience

Published on: October 18, 2017
Author: Pascal Gauvrit

Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. Protecting this sensitive information is obviously vital, and will become even more important thanks to the EU's new General Data Protection Regulation (GDPR).

3 reasons why multichannel customer service is important to NHS BSA

Published on: October 06, 2017
Author: Pauline Ashenden

NHS Business Services Authority provides a range of critical central services to NHS organisations, NHS contractors, patients and the public. Delivering the highest levels of service efficiently is at the heart of its strategy. Watch this video...

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