Archives

Using Technology to Provide Agility to Contact Agents

Contact agents’ work is often thought of as synonymous with the physical contact centre. So, when the British government announced a lockdown at the end of March and most businesses had to empty their offices, customer service was instantly disrupted.The...

“I wouldn’t start from here, if I were you….”

A few weeks ago, I had the honour and pleasure of judging the 2020 UK Customer Experience Awards. This was my third year as a judge at this event and I was invited to chair the judging panel for the...

Does Net Promoter Score Adequately Empower Organisations To Be Customer-centric?

Net Promoter Score is one of the most trusted and popular metrics used by brands to measure the health of their customer relationships. Businesses who experience high levels of brand advocacy have been shown to outgrow their competition by 2.5 times. A single...

re:Imagine the Future of Experience: Interview with Shankar Balakrishnan

re:Imagine is an interactive event series brought to you by Medallia starting November 12 2020. Over a period of four weeks Medallia is going to delve into some of the big experience related challenges facing business...

Don’t make it all about your competitors. Make it all about your customer.

Getting the edge on the competition is big business. A lot of companies spend time guessing what the competition will do next, trying to predict big marketing efforts, key messaging, and the resulting consumer traffic that follows. You see it...

Thanks to AI, the Era of Supposed ‘Customer Error’ Will Soon Be Over

Not so long ago, keyword queries in search engines were the norm.You don’t know it, but Google and its simple-looking search box played an amazing trick on you. I’m not even sure they knew they were doing it in the...

In the Era of Lockdown, Creating a Memorable Experience is Key

Engaging customer experiences have become a staple for brands to build and strengthen relationships and loyalty. Familiarity is no longer a leading factor determining where a consumer shops. Brands now must offer customers an experience that makes them stand apart...

AI and Top CX Trends 2020

At the recent Forrester Data Strategy & Insights 2020 virtual conference, analysts described a future where people and technology work together to bring out their best capabilities.  In particular connecting humanity and technology through AI and data strategy emerged as a key...

Creating a new CX strategy: Time to reset

The global pandemic of COVID-19 has forced businesses to change the way they work and operate with employees working from home and unintended consequences that have occurred with supply chains, customers and employees. This requires them to take brave steps...

How To Support Staff Through Redundancy

The COVID-19 pandemic has presented tough times for businesses in every industry and many employers are having to make difficult decisions regarding the future of their workforce. A recent study by Acas found that over a third of employers are...