Instant messaging and customer experience in Asia

Published on: August 23, 2017
Author: Vincent Giraud

Consumers in Asia are leading the way when it comes to technology adoption, helping to drive rising expectations of the experience they receive from brands. Social media and in particular instant messaging apps are central to this, with brands increasingly making them part of the customer experience.

Transforming customer experience to survive

Published on: June 28, 2017
Author: Neil Titcomb

When it comes to the service they receive, consumer expectations continue to rise dramatically. They want a higher quality experience and faster, more accurate service from every organization they contact, through whatever channel they choose.

Why it is time to take a new look at social customer service

Published on: June 14, 2017
Author: Neil Titcomb

Using social media for customer service has been around since channels such as Facebook and Twitter first sprang to prominence. The combination of being easy to use and very public forums mean that consumers quickly understood the power it gave them to interact with brands, with the aim of getting fast, accurate responses to queries and having their problems solved.

How the insurance sector is failing to rise to the digital CX challenge

Published on: June 07, 2017
Author: Pauline Ashenden

The insurance sector has experienced dramatic disruption in the wake of the digital revolution, with nearly 80% of customers now preferring to purchase insurance products via digital channels according to research by Bain. How are insurers responding?

5 key findings on the state of UK retail customer experience

Published on: March 31, 2017
Author: Pauline Ashenden

Digital transformation has radically disrupted the retail sector. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. The experience that retailers offer across digital channels is now crucial to winning and retaining customers.

Consistency must be the customer service buzzword in insurance

Published on: January 05, 2017
Author: Chris Eideh

Providing consistent accurate information when responding to queries is one of the key elements of good customer service. This is particularly important within regulated sectors such as insurance where - to avoid risk and ensure compliance - you need to be able to demonstrate that you provided customers with the same, approved information however they made contact.

Are insurers embracing social customer service?

Published on: November 14, 2016
Author: Chris Eideh

Providing customer service through social media has multiple advantages for both consumers and companies. Customers want the convenience and simplicity of being able to contact companies through Twitter and Facebook, without needing to call or email a business. Done well, social customer service also benefits brands.

3 ways to extend customer service across the enterprise

Published on: November 04, 2016
Author: Pauline Ashenden

When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service. They expect to receive high quality, joined-up service and get a consistent, accurate answer to any question that they might have.

7 key issues that are holding back digital transformation in insurance

Published on: October 07, 2016
Author: Chris Eideh

Like many industries, insurance is being disrupted by digital technology. Nearly 80% of consumers want to use digital channels such as the web, email, social media and chat to interact with insurers – yet under a quarter of businesses say they are fully digital, according to Accenture. Traditional insurers face major challenges...

Coping with the switch from phone to digital customer service

Published on: August 03, 2016
Author: Pauline Ashenden

Everyone knows that we live in a multichannel world, but how is this impacting companies on the ground? New research by contact center analysts, Contact Babel, in the US and the UK highlights how consumer usage of channels is changing and the pressure it is putting on organizations.The study, which is based on surveys of contact center managers, suggests that:The volume of interactions for many

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