I'm half way through facilitating the redesign of key customer journeys across a particular b2b lifecycle. As you might imagine new …Read More
Customer Experience
Optimising customer experience becomes a serious organisational aim for businesses who understand its significance to their continued success. Customer satisfaction should form a core part of the strategy for protecting and developing brand loyalty, with its value measured in repeat sales and customer advocacy.
The Importance of Co-ordinated CRM and Contact Centre Strategies
Due to different owners and competing agendas, the relationship between CRM and customer service is unfortunately not always as close as it …Read More
Trust Me! I’m A Brand
The 2017 Edelman Trust Barometer reports a downturn. So say 33,000 people from 28 countries. It makes dramatic reading. Even the executive …Read More
Conversational Self Service Is Shaking Things Up
I’ve just run my second briefing on intelligent assistance. Much happened in the few months between sessions. This time, the second half of …Read More
Service Innovation: How To Kickstart it
It’s a truism that we live in a world of change. Within customer service there is a never ending conveyor belt of new things to digest. For …Read More
Intelligent Assistants – Your Breakthrough Self Service Strategy
I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. It was commissioned by Ann …Read More
Got These On Your 2016-2019 Service Roadmap?
Right now I can see three genuinely transformational technologies on offer for forward thinking contact centres. The first is …Read More
The Mojo In Great Omni-Channel Customer Service
This is the third and final post on multichannel customer service. It is part of a programme I'm running with Capita in their role as …Read More
How Many Channels Make An Omni-Channel Omelette?
This is the second in a series of three posts exploring the issues around becoming a multi-channel service organisation. Of course you might …Read More
Where We Are Really At In Omni-Channel
My good friend Esteban Kolsky recently said that less than 1% of US contact centres are truly omni-channel. As an ex Gartner legend, Esteban …Read More
