Three books that highlight the importance of the Voice of the Customer
Published on: March 27, 2019
Want to improve how you listen to the Voice of the Customer? Start by reading these 3 key books on the subject...
customer expectations
Why brands need to focus on conversational CX platforms
Published on: September 11, 2018
Talk of artificial intelligence is everywhere. Gartner’s latest Hype Cycle focuses on AI’s impact, highlighting how conversational platforms will transform customer experience. Here are 4 benefits that they bring...
Are telecoms operators connecting to digital customer experience?
Published on: August 08, 2018
Telecoms is central, even essential, to our lives. Creating a superior customer experience is a vital differentiators for operators – how good are they at delivering multichannel service to users?
Transforming customer experience to survive
Published on: June 28, 2017
When it comes to the service they receive, consumer expectations continue to rise dramatically. They want a higher quality experience and faster, more accurate service from every organization they contact, through whatever channel they choose.
Why the future of digital CX requires the death of the ticket
Published on: February 14, 2017
When companies began using digital channels for customer service, they needed a way of keeping track of every incoming query so that they could ensure that they were handled effectively and responses dispatched in a timely manner. To achieve this they adopted a service/help desk concept - but this is no longer enough for consumers...