5 ways digital technology is improving the utility service experience
By Tony Corlett, Commercial Enterprise Client Director at Maintel The current utilities market has never faced greater competition or demands from regulators. However, adopting digital technology can significantly improve the overall utility service experience; from engaging and retaining customers, to adhering to regulation. It’s easy for organisations to be overwhelmed by the myriad of services […]
Consumers want more self-service options
81 percent of consumers say they want more self-service options yet only 15 percent of consumers expressed a high level of satisfaction with the tools provided to them today whereas businesses believe 53 percent of consumers are very satisfied with their self-service. That’s according to the NICE 2022 Digital-First Customer Experience Report, which highlights significant gaps […]
Heralding the new age of the chatbot
By James Stokes, Enterprise Team Lead UKI, Infobip When people think ‘robot’ they may visualise a 1960s-style sci-fi creation, but today’s robots come in many forms. And although many of these may be invisible to consumers in the form of chatbots and automated services, they are forging the way for a new era of customer […]
Decoding the metaverse for digital transformation leaders
The metaverse, a virtual world where users share experiences and interact in real-time within simulated scenarios, can reshape how companies and customers engage with products and services. However, concerns exist as new technologies necessitate hi-tech strategies and ways to establish confidence, says GlobalData, a leading data and analytics company. Kiran Raj, Principal Disruptive Tech Analyst at […]
WEBINAR REWIND: Financial services organisations struggle to create a CX culture built to last – but why?
Don’t worry if you missed the recent webinar from Davies Group exploring the secrets of great CX – You can now re-watch the entire session online! 84% of financial services leaders rank business process alignment as more important than putting the customer first when designing customer experiences. How can they then create a CX culture […]
REPORT DOWNLOAD: Future proofing CX – How can organisations drive transformation effectively?
After surveying 360 senior leaders in Customer Experience (CX) as part of their research with Netcall, Davies are delighted to be able to share with you the findings in their new research report. Find out what CX leaders from financial services, NHS and local government have to say on what is driving, and blocking them, […]
Personalisation should be harnessed for better customer communication in 2022
Paul Adams, Senior Director at cloud communications platform Twilio, has shared his 2022 predictions, drawing on observations in consumer behaviour and customer engagement over the pandemic… The increased use of first-party data to understand customers from small businesses “Historically, Netflix and Amazon have dominated the practice of personalisation by making use of first party data, […]
Movers & shakers: Talkwalker’s top 10 brands of 2021
2021 flashed by, and brands across the globe kept the pedal to the metal to stay one step ahead of a relentless year. COVID restrictions eased and then returned, competition in the digital realm was fiercer than ever, and consumer preferences changed in the blink of an eye. However, there were several brands that excelled […]
Agile Queue Management – How to manage queues more effectively
By Kirsty Ferguson, Enterprise Engagement Lead, Premier CX N.B. This article was originally published in The Good CX Guide, an e-book on the topic of caller experience best practice. To download the guide, packed with practical advice for contact centre professionals, please click here. In most articles I have read about managing call queues, one piece of advice […]
Why CRM (still) fails
CRM is a core component of the operational toolkit – even SME adoption levels have now reached 79%, according to a recent survey from Workbooks. And yet, CRM success rates are still too low. For every business achieving phenomenal business transformation, another will have wasted resources and seen zero return. As a mature market, there […]