Could you be doing more to understand your customers?
Published on: October 02, 2019
We look at the importance of insight to customer service excellence, highlighting the three areas that brands need to focus on for success...
Customer experience
The breakdown in insurance customer experience – and what it means for trust
Published on: September 25, 2019
What’s the state of UK insurance customer experience? Based on the latest Eptica research, we outline the top 5 findings and explain the key areas where insurers need to improve..
4 ways to drive recognition in your customer service team
Published on: September 18, 2019
Recognition means 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.
Trust – the embodiment of customer experience
Published on: September 11, 2019
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.
Why customer service is key to building brand trust
Published on: August 29, 2019
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.
Why it is time to check your chat solution is meeting customer needs
Published on: August 21, 2019
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.
Why closing the loop is vital to Voice of the Customer success
Published on: August 07, 2019
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…
Why the future of customer service is AI and humans together
Published on: July 31, 2019
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…
Punk CX says ‘Great at a few or average at a lot’
Published on: July 24, 2019
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.
Empowering agility through AI-based Voice of the Customer programs
Published on: July 17, 2019
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?