Customer Experience

The importance of customer experience to building a Digital Business

Published on: June 17, 2015
Author: Robin Tandon - Senior Product Marketing Director

Last week’s Gartner Customer Strategies & Technologies Summit in London provided a perfect opportunity to take the pulse of customer service and customer experience, and to look at future trends that companies need to start preparing for now. The two day event was certainly packed with presentations, and well attended by both vendors and end users, demonstrating the vital ...

The importance of empathy in customer service interactions

Published on: June 11, 2015
Author: Pauline Ashenden - Marketing Manager

One of the biggest complaints consumers have when they raise an issue with a company is that customer service agents don’t show sufficient understanding or sympathy for their plight. In contrast, when agents apologize and demonstrate that they realize that there is a problem that is causing inconvenience, customer satisfaction rises. This is even the case if the issue can’t be solved...

The 4 factors driving customer impatience in financial services

Published on: June 10, 2015
Author: Pauline Ashenden - Demand Generation Manager

Across the financial services industry, providing a tailored, high quality customer experience is becoming vital for success. Whether a retail bank, insurer or provider of investment products such as pensions, organizations have to make the customer journey clear, seamless and easy to understand if they want to win and retain clients.The old model of a customer signing up to a bank for life or aut...

How can APAC retailers cope with customer complaints?

Published on: June 10, 2015
Author: Vincent Giraud - Business Development Manager

A research in 2014 from the Customer Satisfaction Index of Singapore (CSISG) has found that retail is the most complained-about sector in the country. According to the Index, consumer satisfaction with the overall retail sector declined significantly, dropping by 3.5%

The growing importance of customer service in the APAC region

Published on: June 04, 2015
Author: Vincent Giraud - Business Development Manager

While Western markets struggle to recover from the global financial crisis, Asian economies are growing rapidly. APAC consumers are therefore becoming richer, better informed and more widely traveled. This is leading to greater competition for their business- in order to succeed, companies need to enhance customer loyalty.

5 ways of improving your customer service knowledge base

Published on: June 03, 2015
Author: Steve Nattress

Fast access to the right information, in the right form, is an essential part of delivering excellent customer service. Whether it is through self-service systems on the web, or providing agents on the phone, email, social media or chat channels with consistent and accurate information, knowledge is the cornerstone of a successful customer experience.A company’s knowledge base...

What’s the state of digital customer experience in UK banking?

Published on: May 26, 2015
Author: Pauline Ashenden - Demand Generation Manager

The reputation of banks with consumers has suffered a dramatic fall in recent years. Branch closures, misselling cases such as those around PPI and, of course, the part that banks played in the financial crisis have all contributed to low consumer trust in the sector. At the same time the UK government has made it much easier for consumers to switch providers, attracting new entrants to the m...

The rise of the Customer Engagement Center

Published on: May 22, 2015
Author: Robin Tandon - Senior Product Marketing Director

Delivering a superior customer experience can now be extremely complex for companies. Consumers want to use multiple channels, and expect to be able to switch between them seamlessly on the customer journey, while still receiving the same high level of fast, consistent service, personalized to their needs. At the same time the number of incoming interactions is growing rapidly, particularly on dig...

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