Customer Service

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..

Customer service in a mobile-first world

Published on: June 03, 2016
Author: Steve Nattress

For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and...

What is holding back chat in customer service?

Published on: June 01, 2016
Author: Neil Cox - Account Manager

Amongst consumers, chat is fast becoming a mainstream channel for customer service. Thanks to the rise of messaging applications, people have grown used to having text based, real-time conversations, meaning they feel increasingly familiar with chat in a customer service scenario.Research indicates that millennials in particular are very comfortable using chat for customer service from...

Narrowing the gap between US and UK customer experience

Published on: May 27, 2016
Author: Derek Lewis

Consumers in the US are six times more likely to receive outstanding consumer experience than their counterparts in the UK. That’s the stark finding from new research from KPMG Nunwood, based on a survey of 7,500 US consumers covering 243 brands across 10 sectors.By comparing this data with previous research in the UK, KPMG Nunwood found that not only did US consumers...

Mapping digital transformation in customer experience

Published on: May 25, 2016
Author: Pauline Ashenden - Demand Generation Manager

In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt. How do they choose their priorities and ensure that they meet both customer needs and that they gain buy-in from the board?The Global State of Customer Experience 2016, a new research report from the CX Network, provides some interesting insight into what is...

Meeting the needs of contact center agents

Published on: May 18, 2016
Author: Anne-Merete Jensen - Senior Business Consultant

Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. They are at the frontline of every business, and their performance is crucial to your brand reputation, consumer satisfaction and overall customer retention. Rising contact volumes, across more and more channels...

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