Archives

Service before Sundown

RHP wins Customer Experience Award for unique approach South-west London based housing provider Richmond Housing Partnership was awarded a Customer Focus Award at the Customer Experience Awards last week, in the category GOVERNMENT/PROFESSIONAL SERVICES AND NOT FOR PROFIT. The UK Customer Experience...

Read Brandwatch’s Exclusive Report: Customer Service – Social Listening in Practice

An extensive study by Natalie Meehan, the Content Manager at Brandwatch The rapid growth in digital in the past few decades means that we can all choose to buy our products and services from a global marketplace. As consumer choice increases, the...

With the Right (Cart)Assist, You Can Reduce Contact Centre Costs by 50%

Goodman, UK electronics specialist, sees 83 per cent success rate in resolving first time customer queries using robust self-service system As 48 per cent of consumers site call centres as their most frustrating customer service channel, leading entertainment technology brand, Goodmans,...

AI, from A to Z

Three predictions for the future of Artificial Intelligence (AI) in customer service Artificial Intelligence, or ‘AI’ for short, has the potential to radically improve the way that many businesses deliver customer service. In this article Dave Paulding, Regional Director at Interactive...

Black Friday 2015 Set to Be UK’s First £1bn Online Shopping Day

By Salmon Following the impact of Black Friday 2014 and the surge in sales it caused for the UK’s online retailers, global digital commerce consultancy Salmon has today predicted that Black Friday 2015 (27th November) will lead to the UK’s first...

Fewer than 1 in 10 People Spend More than £1,000 Via Mobile Devices

Three Easy Steps for Improving Success Rate with Hesitant Mobile Customers by Ross A. Haskell, Sr. Director of Products, BoldChat, LogMeIn For consumers, mobile phones and tablet devices have become a quick and accessible means of researching, querying and purchasing products. Figures...

Not a Bad Day – Winners of UK Customer Experience Awards 2015 Announced and £6,000 Raised For Charity

Winners of the UK Customer Experience Awards have been announced during a celebratory lunch at the Park Plaza Hotel in London on Friday 26th September 2015. The Awards recognise and reward outstanding achievement in customer experience across all sectors. The...

Public Transport Overtakes Utilities for Worst Customer Service

Honesty and efficiency are the most valued traits by consumers when dealing with companies Public transport & train operators overtook utility companies in the league table of worst customer experience and service providers, according to the second annual Customer Experience Survey...

We Know We’re Doing Things Right When Our Clients Send Us Flowers

CXM Interview with David Wright, CMO of Police Mutual on their cooperation with Avanade UK and the impact of the partnership on their business CXM: What was the decisive point for choosing Avanade UK for partnership? What did the process look...

Showing the Human Side of (n)Power

npower’s Head of Customer Experience explains how customers are taking centre stage in the business The utility sector has been through some tough times, with press scrutiny, regulatory pressure and customers who are starting to vote with their feet, but despite...