Consumers in Asia Pacific are becoming more and more demanding. They want to receive a superior customer experience, personalized to their needs, on their channel of choice, with their questions answered quickly and consistently. If they don’t get what they are looking for, they are not afraid to change supplier, while sharing their opinions on social media. How can companies operating in...
Last week’s Gartner Customer Strategies & Technologies Summit in London provided a perfect opportunity to take the pulse of customer service and customer experience, and to look at future trends that companies need to start preparing for now. The two day event was certainly packed with presentations, and well attended by both vendors and end users, demonstrating the vital ...
Organisations today understand that customer service is everyone’s job and cannot be solely left to agents in the contact centre. However, in a multichannel world consumer expectations are high – they want to receive consistent, personalised service no matter how they make contact and certainly don’t want to have to repeat themselves when they move between channels. Customers don...
Today, businesses understand that they need to engage with customers, whatever the channel, if they want to be successful. Customers are demanding more, across every sector, and, with social media, they have a megaphone to publicise their experiences (good or bad), instantly, around the globe. The number of interactions is increasing dramatically and consumers want faster answers than ever before....
Talk of Big Data is everywhere, but it is increasingly moving beyond the hype cycle to deliver real results to businesses. To start with, let’s define what Big Data actually is, given there are multiple descriptions in the market. According to Gartner, Big Data is “high volume, high velocity, and/or high variety information assets that require new forms of processing to enable enhanced...
From the contact centre to the web and mobile, technology is central to how organisations interact with their customers to deliver an enhanced experience. Consequently it seems hard to believe that the Customer Relationship Management (CRM) software market is now over 20 years old. The appetite for CRM software remains as healthy as ever. According to Gartner it is growing at an impressive 13.7% g...
Customer service teams face growing challenges, particularly around understanding and responding to the growing number of unstructured queries they receive through digital channels such as email, social media and the web. In previous posts we’ve explained what linguistics (the scientific study of language) is and how it re-writes the rules for successful customer service. In this article, I ...
Delivering the best customer experience has never been more critical to business success. And it has never been more complex. The growth in the number of channels involved, increasing customer impatience, greater competition and a need to be able to scale are amongst the factors that organisations have to take into account when designing the best experience for their customers.Much of the customer...
How will consumers interact with brands in the near future? What channels will they use and what sort of experience are they looking for? A new report, ‘The coming era of on-demand marketing’, from consultants McKinsey aims to shed light on these questions and to help companies prepare themselves for this changing world.Essentially McKinsey believes that emerging technologies will mean...