by Marcus Hickman | 21 May, 2020 | Our blog
For ten years we’ve been researching and tracking office workers’ use of video conferencing and chat. Now it has become synonymous with the new working from home (WFH) practices that Covid-19 has forced many to adopt. Editorials have been written in praise of video,...
by Jo Davies | 4 Feb, 2020 | Our blog
We are constantly reminded that we live in a networked world with the twenty-first century being hailed as the Networked Age. However, in The Square and the Tower Niall Ferguson argues that social networks are nothing new. He characterises the network outsider as...
by Jo Davies | 9 Dec, 2019 | Customer experience, Our blog
It’s no secret that customers don’t trust organisations the way they used to. In customer research, we often see over-simplified questions about trust, yet questions about loyalty, particularly loyalty penalties, feature less often. Is this because businesses are too...
by Jo Davies | 23 Sep, 2019 | Our blog
Whilst it is increasingly recognised that frontline customer-facing employees are responsible for delivering an organisation’s strategy, the development programmes designed for frontline customer service management have often failed to deliver the improvements that...
by Marcus Hickman | 1 Jul, 2019 | Our blog, Customer experience
When we talk about ‘chatbots’, we often conflate two different things: text-activated and voice-activated bots. It sounds trite to point out that they are, in fact, very different! Indeed, it’s rare to find a bot that can be activated by text and voice. So, given the...
by Jo Davies | 23 May, 2019 | Customer experience, Our blog
Customer contact centres (CCCs) have an important role in the interaction between organizations and their customers. They vary in their levels of service quality and consumer protection, and work to many different levels of efficiency. BS EN ISO 18295-1 Customer...
