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Digital Customer Experience Misses the Human Touch

Dimension Data research shows advances in customer experiences are being slowed by people While digital technology is fast transforming the global contact centre industry, advances in customer experiences are being slowed by people, and not the technology itself. In fact, the...

Play to Engage: Café Style – EPIC Methodology

“The opposite to play is not work, it’s depression” Dr. Stuart Brown No play: no trust, collaboration, no creativity, no innovation! To be creative in workplaces requires that leaders create a culture of ‘play.’ The challenge is that in many workplaces...

Facebook Chatbot Platform: a Definite Sign of the New Era in Customer Service?

A while ago, Microsoft had to ‘fire an employee’ because of her inappropriate Twitter behaviour. Аs you probably guess, we’re talking about Tay, a bot that (or who?) , within a single day, started sending offensive racist and sexually-charged messages...

Are Instagram Changes Killing Small Business?

Earlier this month, Instagram announced changes in its news feed algorithm. That means that very soon, posts will no longer appear in chronological order and instead, they will be sorted “based on the likelihood you’ll be interested in the content,...

The Funny Side of Customer Service: Handling Complaints in Good Humour

Research tells us that customers expect a response to their query in as much as about 60 minutes. And yet, most companies fail to appreciate how much customer satisfaction can really count. What should you do when you have a...

‘Brexit’ Survival Kit – 5 Expert Tips for Small Businesses

The date has been set for Thursday 23rd June, campaigns have started and soon the public will decide whether or not Britain should remain in the European Union. The effects of a vote to leave have been widely speculated but...

Slaying 7-Headed Monsters: Proactive Communications

By now we all know that bad news travels fast, especially when it comes to tracking negative business incidents. So, it’s fair to ask why it takes so long to deal with them when they occur? In today’s fast-paced, always connected...

The Three Truths of Company Reputation

Like it or not, we’re all service businesses and reputation is everything. There are three truths about a company’s reputation which mean you’re only as good as your last customer’s experience. Every business, no matter what, has customers who have needs...

New Tax Year Will See Record Numbers Filing Tax Returns

The new tax year, starting on 6 April, will see record numbers of self-employed workers, according to new data published by Co-operatives UK, a body that supports freelancers coming together for shared services. The body’s report, Not Alone, tracks current levels...

Diary of a CX Manager: A Fool’s Approach to VoC

It’s the start of a new financial year so many businesses will be using new budgets to kick off fresh programmes and initiatives. Here, we join a brand new CX Manager tasked with launching a Voice of the Customer programme…any...