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?
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.
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.
Noted CX expert Martin Hill-Wilson explains why brands need to take a more strategic approach to omnichannel customer experience
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?
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
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.
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).
Noted expert on customer experience, Régine Vanheems explains the challenges that brands face when it comes to digital CX, and how technology can help overcome them.
We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice. However, as well as celebrating current successes, NCSW provides a chance to pause and to look forward - what will customer service be like in the future?