Customer experience

Overcoming the challenges of digital customer service

Published on: July 13, 2016
Author: Angus Prentice - Senior Sales Manager

The rise of digital channels is radically changing how businesses operate and interact with customers, increasing competition and driving transformation of their operations. The insurance industry is the perfect example – it is moving from a model where customer interactions are by phone or letter to one that is overwhelmingly driven by digital conversations. Competition is...

Delivering what US consumers want

Published on: July 08, 2016
Author: Chris Eideh - North American Sales Executive

Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and...

Building a Customer Engagement Hub

Published on: July 01, 2016
Author: Pauline Ashenden - Demand Generation Manager

Delivering a seamless, high quality customer experience is extremely complex. It has to cover multiple channels, involve the whole company and also key partners, for example logistics companies for retailers, in a way that is invisible to the consumer, minimizing the amount of effort that they need to put into their purchase or interaction.Over time it has become even harder as new chann...

Is a lack of consistency letting your customer service down?

Published on: June 29, 2016
Author: Neil Cox - Account Manager

Consistency is an essential part of customer service and the overall experience. Failing to provide the same level of service, and consistent information across multiple channels annoys customers and is bad for company efficiency and brand reputation.Customers want to get consistent and accurate information and answers from a brand, whichever channel they use to make contact. At the same time they...

The ROI of improved customer experience

Published on: June 23, 2016
Author: Chris Eideh - North American Sales Executive

Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends.Business success depends on a wide variety of factors and it can be hard to isolate customer experience in dollar figures.

Overcoming the knowledge challenges in customer experience

Published on: June 22, 2016
Author: Dharmesh Ghedia

In today’s fast moving economy, businesses rely on knowledge in all formats to drive their operations. In this digital world we know more and more about our customers and their needs, and successful organizations use this to deliver an improved, consistent and faster customer experience that builds customer satisfaction, loyalty and increases revenues.However, creating a ...

Transforming the customer experience in 5 steps

Published on: June 17, 2016
Author: Pauline Ashenden - Demand Generation Manager

Last month’s Gartner Customer Strategies & Technologies Summit provided a perfect opportunity to review where the customer experience market currently is – and to look forward at the next challenges and opportunities for companies. One of the key points raised is that while senior managers now understand the importance of customer experience, many are unsure...

The 7 components of superior self-service systems

Published on: June 14, 2016
Author: Jaco Mare - Senior Technical Consultant

We live in a world where time is of the essence, and everyone is trying to cram more and more into their lives. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. For example, online consumers don’t want to break...

Adding emotion to the customer experience

Published on: June 10, 2016
Author: Pauline Ashenden - Demand Generation Manager

Delivering the right customer experience isn’t just about systems and processes – it is also about how the consumer feels during, and at the end of, the journey. For example, it is quite possible that a company could solve a consumer’s issue, but that the customer needs to expend so much effort to achieve it, or that the process feels so complex, that they are...

Unhappy holidays? The state of UK travel customer experience

Published on: June 08, 2016
Author: Eptica

The internet has transformed the way we buy our holidays and flights, with the majority of people now booking all or part of their travel online. Digital channels have also driven up the level of competition in the sector, putting downward pressure on prices as transparency increases. At the same time with so many options to choose from online, customers are more discerning about where they take..

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