Customers are increasingly demanding about the levels of service that they receive from brands. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs? Providing a view into the industry, the UK Contact Centre Decision-Makers’ Guide from analysts Contact Babel provides a rich and detailed picture of...
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...
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...
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.
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 ...
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...
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...
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..
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...