Displaying 1 - 10 of 15

How good is the digital customer experience from travel brands?

Published on: April 18, 2018
Author: Pauline Ashenden

Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. In this digital first world, how are UK travel companies doing in terms of online customer experience?

Why brands need to capture deeper customer insight from unstructured data

Published on: April 11, 2018
Author: Taoufik Massoussi

Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand. However, most current Voice of the Customer (VoC) programs focus on structured data, from sources controlled by the company, such as feedback surveys sent out to consumers - this ignores a goldmine of information....

The importance of understanding emotion in digital channels

Published on: April 04, 2018
Author: Anne-Claire Bellec

Research shows that consumers want a balance between the human touch and technology - even on channels such as self-service, chatbots or messaging apps. How can brands deliver this?

Why it is time to calculate the ROI of VoC programs

Published on: March 28, 2018
Author: Olivier Njamfa

Businesses have been running Voice of the Customer (VoC) programs for some time, but in many cases overall customer satisfaction has actually deteriorated. Part of this is due to rising consumer expectations, but it is also due to a failure of VoC programs to deliver a real return on investment by driving significant changes in the business.

Why your approach to knowledge is key to the customer experience

Published on: March 21, 2018
Author: Pauline Ashenden

Providing access to knowledge is at the heart of creating an excellent customer experience. Failing to deliver timely, accurate answers to consumer questions disrupts the customer journey, while making it difficult to access relevant information, such as on your website, drives potential buyers away. Given the importance of knowledge, are UK brands delivering?

How do UK banks rate on customer experience?

Published on: March 14, 2018
Author: Neil Cox

Banking, like many other sectors, is undergoing a period of disruption and change. Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. How are UK banks delivering when it comes to customer experience?

Why surveys aren’t enough for Voice of the Customer success

Published on: March 07, 2018
Author: Taoufik Massoussi

Brands understand that they need to listen to their customers if they are to deliver an engaging experience that drives loyalty and long-term revenues. That’s why they have invested heavily in Voice of the Customer (VoC) programs – however most existing VoC approaches have significant drawbacks which limit their effectiveness….

Why the future of customer service isn’t just automation

Published on: February 28, 2018
Author: Pascal Gauvrit

The rise of artificial intelligence is leading many people to predict that the future of customer service will be driven by automation and technology, without the need for human agents to interact with consumers. However success will be more about balancing humans and technology in order to meet consumer needs.

5 tips to transform your social customer service

Published on: February 21, 2018
Author: Pauline Ashenden

Consumers are spending more and more of their time on social media networks, with the likes of Twitter and Facebook now vital sources of news, information as well as places to interact with friends, families and brands. That makes social customer service a major, growing part of every brand’s customer experience - here are 5 ways to transform it

6 trends that drive today’s consumers

Published on: February 14, 2018
Author: Olivier Njamfa

Today, businesses know that they need to focus on constantly improving the experience they provide if they want to win and retain loyal customers. However, as well as looking at how they can deliver better service it is important to look up and understand the high level trends in society that are driving today’s consumers....

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