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...
by Marcus Hickman | 18 Mar, 2019 | Customer experience, Our blog
The promise of digital transformation was automation, simplification and reduced demand failure. Implicitly, and often explicitly, there has been a related prize for organisations providing products and services – that of less need for expensive, people resourced,...
by Marcus Hickman | 8 Feb, 2019 | Customer experience, Our blog
Originally published in MyCustomer Consumer perceptions of customer service offered by most businesses across most sectors are broadly similar and middling – in other words, undifferentiated. Why is this? And what does it mean for your company? Big businesses have...
by Jo Davies | 15 Jan, 2019 | Customer experience, Our blog
We live in exceptionally unstable times. To succeed, businesses need to invest in understanding and meeting their current customers’ future needs as well as finding cost-effective ways to attract new customers. As consumers, we pay for organisations’ products and...
by Jo Davies | 29 May, 2018 | Voice of the Customer (VoC), Customer experience, Our blog
It is early summer 2018, organisations have more and more opportunities to adopt increasingly sophisticated ways to understand their customers whether its AI from language processing (such as chatbot feedback and text analytics) to data analytics (such as business...
