Tag: Customer service

Evolving the ways leaders listen to customer feedback  

With a whopping 16 billion marketing dollars devoted to customer surveys, the thought of answering more questions exhausts customers. Take a minute to open your inbox right now. A guess? There is at least one survey request from a brand with...

Going off-script: getting conversational messaging right

Done well, conversational messaging should be engaging and user-friendly. Offering real-time back-and-forth dialogue between an organisation and individual customers via their channel of choice, it aims to provide immediate response, address specific needs, and foster a sense of rapport with every interaction.  This can be...

This week in CX: 54% of employees are trapped in a career dead-end

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into AI’s role in mental health, global economy shifts and why the majority of employees are not satisfied with their career choices. Key...

Empowering customer engagement in retail with RCS

Mobile commerce is experiencing a boom, projected to reach £100 billion in UK retail sales in 2024. With over 70% of UK adults considering mobile as essential for convenient online shopping, it is clear, at least to us, that retailers should focus on improving...

Why Internal Service Excellence is key to delivering External Service 

Have you ever contacted a company to chase a response only to be told that another department is investigating the issue, but no update has been received? Or perhaps you’ve contacted a company to make a complaint but have been passed from...

Loyalty Subscription Programmes Are on the Rise: How to Take Them Higher

Loyalty programmes are essential to retailers of all stripes; they help build customer engagement, creating a sense of belonging and increasing customer trust through relevant rewards and personalised offers. They’re also evolving to become key revenue drivers and brand differentiators. Across the...

Email orchestration: The new intelligent business enabler

Email remains the go-to communications method of choice after the phone for all businesses and organisations around the world with 4.48 billion people worldwide using it, forecasted to rise to 4.73 billion in 2026. AI has revolutionised the management of email known as ‘email...

Three steps for successful SMB communications in 2024

Over the last year, the consumer landscape changed significantly. Regulations like the new Consumer Duty and proposed Data Protection and Digital Information Bill are pushing customers into the spotlight more than ever. It’s not just regulations that are changing – consumer expectations...

Get ready for Gen Alpha: Why brands need to plan for the future now

Generation Alpha, those born between 2010 and 2025, may still be young, but they represent a future tidal wave for brands and marketers. This generation, the first to never know a world without smartphones and social media, will demand a...

3 practical strategies to help customer service agents overcome “The computer says no”

“Computer Says No” may be a phrase that most people in the UK associate with a comedy sketch, but it is a real and frustrating reality for contact centre agents. When resolving customer issues, agents usually follow a defined process, like a decision tree, where a system provides recommended steps to follow for customer resolution...