What will 2017 bring for Customer Experience?

The best thing about wrapping up the year is the space we get to reflect on the year gone by and the year to come. As I started to write a predictions post for 2017, I found myself taking stock of my predictions last year, and where they had ended up.

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Customer Experience: The Tribe Has Spoken

Embedding a framework for Customer Experience within an organisation is a challenge like no other... it’s a lot like playing 'Survivor'.

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Yoda Providing Customer Service?

True proactive service is within reach, thanks to advancements in Artificial Intelligence (AI). In this blog, Amrita Bhattacharyya looks into what a proactive approach can do for your customer.

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Business is Changing at Warp Speed: What's Your Strategy?

We are in an era of unprecedented business volatility. Businesses lifecycles are collapsing, and in the words of Brian Solis, "no business is too big to fail or too small to succeed". The failure rate of businesses is accelerating and in this decade it is expected to exceed 70%. With business changing at warp speed, what's your strategy?

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From Best Practice to Breakthrough

‘Best practices’ is a term that is commonly used while referring to processes or procedures that are prescribed as being most effective. In the context of customer experience management, the question arises - can the implementation of best practices lead to differentiation?

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Customer-Centric Culture

Last week I attended a conference on Enhancing Government Customer service, and it was so interesting to hear from various departments and suppliers about their challenges and ideas for transforming service. It was a universal goal – whether empowering customers through self-service, or shifting organisational attitudes, everyone was focused on putting the customer at the heart of everything.

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How to Find the Right Outsourcing Partner

As an outsourcer, we see a lot of requests for tender/proposals and the quality and clarity of these can vary dramatically. There are a lot of common mistakes that make it very difficult for companies wishing to outsource to get a real understanding of their options and even the potential costs of outsourcing.

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What Are Your Customers Really Telling You?

Excellence in customer service starts with throwing out preconceived ideas and really listening to your customers – were they angry, frustrated when they called you, did that change throughout the call, did you resolve their issue, what issues caused them to call, could this be avoided?

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