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...
by Jo Davies | 30 Apr, 2018 | Uncategorized, Channel applications, Customer experience, Our blog
There have been days of disruption to TSB’s services after a planned migration to a new IT system went wrong. The new system was unable to handle the volume of users, and many customers were unable to check their accounts or monitor payments. The incident follows...
by Jo Davies | 20 Apr, 2018 | Our blog, Customer experience
The airline steward requested all phones should be switched off. It was this routine request, heard many times before, that alerted my travelling colleague to a problem. Suddenly, he had the unpleasant realisation he’d left his iPhone X in a duty-free shop back in the...
by Jo Davies | 3 Apr, 2018 | Our blog, Customer experience
Most industry sectors have digital disruption at the top of their agendas. Whilst the outsourcing industry has much to offer in terms of Digital services it currently has other priorities. “In the wake of the collapse of the contractor Carillion, it is time to put an...
