Customer Engagement

What’s the state of the UK customer experience? 8 Key Findings

Published on: March 26, 2014
Author: Olivier Njamfa - CEO & Co-Founder

In an increasingly competitive economy, delivering the best customer experience is crucial for organisations looking to win new business and retain existing customers. However it has never been more difficult. Customers are demanding more, across an increasing range of channels and are swift to punish those that don’t deliver – either via social media or by moving their business elsewh...

The changing face of financial services

Published on: March 21, 2014
Author: Lloyd Buxton - Business Development

A generation ago, financial services products were primarily sold face to face, either in branches or door to door, with documents manually filled in and posted to their destination. Customer service was dealt with through the same, physical, channels. This has changed radically, with the introduction of first the phone, then the web, and now social media, as sales and support channels. Managing t...

Wearables – the customer experience impact

Published on: March 19, 2014
Author: Derek Lewis

Wearable technology is increasingly blurring the lines between the real and virtual worlds. Existing augmented reality apps add extra layers of information, such as descriptions, when you point your smartphone at particular buildings or objects. Wearables take this a step further, removing the need to use a phone or tablet as you can automatically receive information or access services through sma...

Mobile World Congress – four trends that impact customer service

Published on: March 14, 2014
Author: Lloyd Buxton - Business Development

The explosive growth of smartphones and tablets has had an enormous impact on customer service and the customer experience. Mobile devices allow consumers to find information or interact with companies wherever they are. They make it simple to get in touch across multiple channels (from email and social media to voice and text), driving increased contact volumes. Always-on mobile consumers expect ...

Managing the rising email tide

Published on: March 13, 2014
Author: Robin Tandon - Senior Product Marketing Director

Despite the growth of new channels, email is still a vital part of the customer service mix. Consumers like the fact that email provides an audit trail, is convenient and allows them to send emails in their own time, rather than having to respond instantly as on the phone or social media.With the growth in smartphones and tablets, you don’t even need to be in front of your computer to send o...

Social customers – who should manage them?

Published on: March 07, 2014
Author: Lloyd Buxton - Business Development

It is fair to say that social media took many organisations by surprise. Suddenly their customers wanted to communicate and engage with them through the likes of Facebook and Twitter, as well as via more traditional channels. The social media journey has therefore seen companies go through a series of stages. Initially (often unofficially) individuals took on the role of being the company rep...

UK customer service: getting worse?

Published on: March 05, 2014
Author: Derek Lewis

Over recent years, we’ve seen organisations focus heavily on customer service. Greater competition, even in mature markets, and increasingly demanding consumers have moved service and the customer experience up the business agenda. The rise of social media has also provided a global channel where customers can quickly share their views, redrawing the relationship between consumers and brands...

Increasing insurance loyalty with linguistics

Published on: March 03, 2014
Author: Lloyd Buxton - Business Development

The UK insurance market is one of the most competitive in the world. The rise of comparison sites, increased regulation, low customer loyalty and an explosion in distribution channels have all combined to decrease margins for insurers. Recent research from Accenture found that UK home and car policyholders are amongst the least loyal in the world, with 57% looking to switch provider in the next ye...

Transforming the contact centre to drive engagement

Published on: February 26, 2014
Author: Derek Lewis

Since they were first implemented contact centres have changed dramatically. Originally call centres that solely answered incoming telephone calls, they have expanded to cover multiple channels, from letters and faxes, to emails, social media and increasingly web chat.However, the speed at which new channels have emerged has caused problems within many contact centres. New systems have been added ...

Customer engagement and reducing complaints

Published on: February 21, 2014
Author: Lloyd Buxton - Business Development

We Britons have a reputation for politeness, which extends to not complaining when we suffer poor service. According to this stereotype, we just mutter under our breath and then ensure we don’t visit that particular restaurant or shop again.However it has been clear for many years that things have changed. As in other countries, Britons are complaining more and demanding a better experience ...

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