The following post came out of a webinar I ran recently with NewVoiceMedia. This was our hypothesis to generate the discussion. Another …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.
UK Challenges and Opportunities For 2014: A Leadership Perspective
Introduction A number of UK customer service, experience and engagement leaders have pooled their insight based on the themes that …Read More
Interaction Analytics: The Core Benefits
Interaction Analytics is becoming well known in Customer Service circles. Particularly in its single channel version many already …Read More
How to Use Speech Analytics: Top Tips For Call Centre Adoption
Interaction Analytics is a game changer for customer service leaders. Why? Because a lack of credible insight into which issues currently …Read More
Using Interaction Analytics To Understand Omni Channel Customer Behaviour
In this post, I want to explain how Interaction Analytics can play an important role in understanding and responding to omni-channel …Read More
Why Customer Insight Matters To Every Customer Service Leader
Call centres, or contact centres if you prefer, have been forced onto the back foot during most of their relatively short history. They …Read More
Claridge’s: A Great Place To Discuss Personalised Customer Service
Having enjoyed a previous customer event chez Gordon Ramsey, I knew to expect a belt busting dinner. I was not disappointed! The homemade …Read More
Customers, Clouds & Claridge’s
Sipping fine coffee the morning after dinner at Claridge’s is happiness itself. Especially on a warm spring morning when London’s …Read More
Thinking About Multi-Channel Strategy
This post is for anyone in customer leadership who needs to think clearly about their multi channel strategy. Offering a multi channel …Read More
Mobile Customer Engagement
'Mobile customer engagement' has been a long time a comin’. So you could be forgiven for deciding to put it on the back burner for …Read More
