Change is the watchword for business today. Disruption is happening in virtually all industry sectors as new entrants shake up markets and introduce innovative business models, supported by technologies that can radically streamline operations, slash costs or create new ways of meeting customer needs. Established players need to evolve and transform themselves if they’re going to stay...
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...
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...
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...
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..
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...
At a time when consumers want a fast, seamless experience, knowledge is at the heart of delivering excellent customer service. For example, Forrester found that 55% of US adults say they are likely to abandon their online purchase if they can’t find a quick answer to their question. The same applies within the contact center – if they are to solve customer queries over the telephone...
The internet and digital technology are transforming the UK insurance market. Greater competition and the rise of price comparison sites are impacting revenues and margins, while customer loyalty is a thing of the past. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. In order to enable these meaningful...
We live in a rapidly globalizing world. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged...
People now spend more time online on their smartphones rather than on their PCs or laptops. This is fundamentally reshaping how individuals have conversations with brands – they now have the ability to get in touch at any time, wherever they are, and they expect a fast response. Ten years ago if you experienced poor service in a store you’d have to wait to get home ...