Everything you should know about customer experience mapping
By Simon Black, CEO, Awaken Intelligence Having the right people, the right tools and adding in the right approach is all part of the mix in creating the right level of service for your customers. But how do you know what they really want at different stages of their journey with your brand and how […]
Removing the friction from Customer Experience
By Simon Black, CEO, Awaken The world in which we now live and work is truly global and as such many companies need to communicate with customers across multiple languages. The inability to converse with customers in a common language presents barriers for many businesses. And while it may seem like a huge ask to address this need the technology now […]
Dynamic FAQs improve customer experience and reduce customer contact
By ContactOne Today’s web users are increasingly relying on the Internet as a prime source of information and are more likely to use FAQ based solutions for answers. On the plus side this trend can be leveraged to reduce the propensity for on-line visitors to contact Agents. The flip side of this is that the […]
UK boards must take more responsibility for customer experience – Research
Customer experience is largely perceived as a strategic issue and one that should be driven at board level, with measurement of CX varying wildly within key industry verticals. That’s according to research conducted by Gobeyond Partners, which surveyed over 450 managers and above across retail and wholesale, financial services and banking, private healthcare, and insurance, finding that 86% of […]
Millennials and Gen Zs ‘driving digital-first customer experience’
The third annual 2019 NICE inContact Customer Experience (CX) Transformation Benchmark has detailed how understanding younger generations’ use of and expectations around next-generation solutions like artificial intelligence (AI) and digital channels are fundamental to building exceptional, best-in-class customer experiences. As Millennials and Generation Z become dominant consumer groups, with Generation Z purchasing already reaching an estimated $100 […]
Sainsbury’s, M&S and more back Purple Tuesday customer service initiative
Sainsbury’s, M&S and Blakemore Retail are joining hundreds of other retailers today (12 November) to improve the customer experience for disabled people by supporting Purple Tuesday. Multiple shopping centres, including Bluewater and Intu, are also participating. Westfield is taking Purple Tuesday international with shopping centres in Germany, Czech Republic, Slovakia and Poland making commitments for better customer service for disabled people. New […]
How hyper personalisation can unlock the seamless customer experience
Companies failing to provide a hyper personalised experience for their customers will quickly find themselves losing business, argues Matthew Chadd, Senior Project Director at Content Guru. More than two thirds of companies now compete on the basis of customer experience. Customer service is the competitive differentiator, and it is essential now more than ever to maintain brand […]
Retail failing at social media for customer service
Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experience improvements. That’s according to the 2019 Eptica Digital Trust Study, which found that while retailers successfully answered 59% of routine queries asked via web self service, chat, email, Facebook and Twitter, there were wide variations in performance […]
Practical steps to streamline processes, enhance customer experience and reduce costs
Ember are delivering an exclusive seminar where our experts will be exploring proven techniques for process optimisationand sharing examples of how our clients have delivered enhanced customer experiences, reduced costs and improved ROI. Read More…
GUEST BLOG: IT and marketers working together will improve CX
For years, marketers have talked—and written—extensively about the disconnect between marketing and IT. Who should own email lists and sensitive data? Who should have access to the website CMS? Who should decide which marketing automation platforms to install? These are just a few of the questions that have plagued the marketing/IT debate. In 2019 however, […]