Today, customers demand a seamless experience from companies – whatever channel they use to make contact. Guest author Blake Morgan, noted CX expert and futurist, outlines why creating an omnichannel experience matters and gives three areas to focus on to get started...
The pandemic is accelerating digital transformation and a need for greater customer engagement in many verticals, and banking is a prime example. We look at the current state of banking customer service, based our latest search.
Christmas is nearly upon us and children all around the world are eagerly awaiting the sound of sleigh bells and the arrival of Father Christmas with his sacks of presents. What can hard-working customer service teams learn from Santa Claus this festive season?
A Dimension Data report found that, on average, organizations are offering a choice of 9 different channels, forecasted to rise to 11 in 2019. That’s a hell of a lot of channels. In this guest post, Adrian Swinscoe explains why customer experience needs to get back to basics and shares insights from his new book – Punk CX.
Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self service. How will this impact the role of the customer service agent in the future?
We live in a multichannel world. Consumers want to be able to contact brands through their channel of choice, whether it is email, social media, chat or over the phone. How can brands therefore ensure they are truly multichannel? We outline 4 ways to overcome the challenges…
Given the importance of customer experience and customer service, organizations understand that they need to use technology wisely to help them deliver consistent, high quality and efficient service that meets consumer needs, whichever channel they use to make contact. But with a wide range of solutions on the market, what should you look out for in a CX platform?
Banking, like many other sectors, is undergoing a period of disruption and change. Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. How are UK banks delivering when it comes to customer experience?
How good are European companies at delivering the customer experience that consumers demand? The latest Forrester research paints a mixed picture, with companies in the UK, France and Germany all lagging behind the United States. The recently released Forrester 2017 European Customer Experience Indexes found that CX worsened in the UK and stayed poor in France.
Noted CX expert Martin Hill-Wilson explains why brands need to take a more strategic approach to omnichannel customer experience