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What the latest Contact Centre Standard BS EN ISO 18295 tells you
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...
6 steps – how thought leadership can energise B2B content marketing
We define thought leadership as research that has original insights which challenge industry thinking. Thought leadership is a catalyst to new strategies and whilst it benefits from the rise of content marketing it is also being challenged by it. The distinction...
Understanding data and statistics: six pieces of guidance
For those who are loyal listeners to Tim Harford’s More or Less programme on Radio 4, Professor David Spiegelhalter will be a familiar name. He is often interviewed to help listeners make sense of controversial or contradictory statistical results. In a similar field,...
Why is customer service more popular than ever?
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,...
Using research to steer through these uncertain times
Market research is needed in times of uncertainty
Why are we witnessing the ‘averagisation’ of customer service?
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...
Strategies for researching CX opportunities in 2019
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 services – our spending is their sales and revenue …
Why great thought leaders are great and PR-aped opinion leadership is not
Bill Gates commented that Hans Rosling’s book Factfulness: Ten Reason We’re Wrong About the World – And Why Things are Better Than You Think "is one of the most important books I’ve ever read”. He describes this brilliant book as an “indispensable guide to thinking...
After 7 years, how is the Internet of Things changing customer experience?
In 2011 we wrote about how Internet of things technology would impact customer experience in “The Big Switch – How customer service is becoming smart” . Back then, (and in this follow-up report) we identified several drivers which we thought would smooth the way for IoT technology:
Algorithms and Big Data: Are they enough to make good business decisions?
Informally, an algorithm is a set of instructions that transforms inputs into outputs. However without us noticing, and combined with big data, they have taken over modern life. From airport runways, to personalised advertising to even replicating the voice of Donald...