self-service

When times are tough, retailers must prioritize customer experience

Published on: May 08, 2018
Author: Pauline Ashenden - Marketing Manager

The UK retail sector is undergoing unprecedented change, with many long-established high street brands closing or having to cut back their number of stores. With all the pressures they are facing, how can retailers ensure that they are delivering the right experience to their customers?

Why your approach to knowledge is key to the customer experience

Published on: March 20, 2018
Author: Pauline Ashenden - Marketing Manager

Providing access to knowledge is at the heart of creating an excellent customer experience. Failing to deliver timely, accurate answers to consumer questions disrupts the customer journey, while making it difficult to access relevant information, such as on your website, drives potential buyers away. Given the importance of knowledge, are UK brands delivering?

How do UK banks rate on customer experience?

Published on: March 14, 2018
Author: Neil Cox - Account Manager

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?

Why the future of customer service isn’t just automation

Published on: February 28, 2018
Author: Pascal Gauvrit - CTO

The rise of artificial intelligence is leading many people to predict that the future of customer service will be driven by automation and technology, without the need for human agents to interact with consumers. However success will be more about balancing humans and technology in order to meet consumer needs.

The 6 key challenges to successful self-service – and how to overcome them

Published on: February 06, 2018
Author: Sylvain Maugard - Product Manager

Today’s connected consumers have high expectations of the brands they deal with. They want fast access to information, through their channel of choice. No wonder that both consumers and companies are turning to online self-service systems. But many are failing to deliver – here are 6 reasons why.

The 5 rules of Retail Christmas Customer Experience

Published on: November 22, 2017
Author: Pauline Ashenden - Demand Generation Manager

As we approach Christmas, the festive shopping season is moving into top gear. At the same time as they are looking for bargains, consumers also want to make their shopping experience as simple, hassle-free and quick as possible.

3 reasons why multichannel customer service is important to NHS BSA

Published on: October 06, 2017
Author: Pauline Ashenden - Demand Generation Manager

NHS Business Services Authority provides a range of critical central services to NHS organisations, NHS contractors, patients and the public. Delivering the highest levels of service efficiently is at the heart of its strategy. Watch this video...

Five ways retailers can improve CX ahead of Peak

Published on: August 15, 2017
Author: Anne-Merete Jensen - Senior Business Consultant

Planning ahead is central to retail success, which is why during the summer months many retailers are already preparing for the Peak festive shopping season. Given the importance of customer experience to sales success, optimizing CX is high on the list of priorities. So how can you ensure that your customer experience helps you have a Happy Christmas?

Transforming customer experience in local authorities

Published on: August 01, 2017
Author: Pauline Ashenden - Marketing Manager

The public sector faces key challenges around customer experience - it needs to continually become more efficient, citizen expectations are continually rising and individual public sector bodies are often extremely complex, offering a wide range of services.

Demonstrating the financial ROI of better customer experience

Published on: June 21, 2017
Author: Olivier Njamfa - CEO & Co-Founder

All organizations understand the importance of customer experience to the bottom line. CX is at the heart of differentiating yourself from the competition, whatever sector you are in, and key to retaining customers. How can CX teams demonstrate ROI in concrete terms?

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