The number of channels available to consumers has skyrocketed with the telephone, email and the web joined by the likes of chat and social media. But which channels do consumers want to use – and what are their expectations in terms of speed? Our latest research gives more insight into channel choice…
Trends & Markets
Customer satisfaction in the UK is getting worse, according to the latest Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI). Why are brands slipping back and what do they need to put in place to meet rising customer expectations?
Having rung in not just another new year, but also a new decade, now is the perfect time to review how customer experience and Voice of the Customer evolved in 2019, what the key topics were, and how they are likely to develop in 2020. We’ve looked through all our posts from last year and have picked a top 10 to start off 2020.
Customer experience (CX) is critical to business success, meaning measuring customer satisfaction levels is vital. While brands often use Net Promoter Score (NPS), it only goes so far – what are its limitations and how can you go beyond them?
Customer experience leaders can fall into the trap of being “busy,” but not necessarily productive when it comes to making real change at their organizations. Have you fallen into one of these 5 traps?
Businesses today are operating in a fast-changing world. They face greater competition than ever before and must transform to meet the changing expectations of customers. This must be lead from the top – here are 5 ways CEOs can successfully build customer-centric organizations.
The collapse of Thomas Cook has ruined the breaks of hundreds of thousands of holidaymakers. What does it tell us about customer service in the wider travel industry and how the sector can rebuild trust with consumers? We looked at the latest research and reached 4 key conclusions...
We look at the importance of insight to customer service excellence, highlighting the three areas that brands need to focus on for success...
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..
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.