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Customers will spend more if they receive great service

More than a decade ago, there was a consumer backlash in some industries against the offshore outsourcing of contact centres. Some customers...

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Creating loyalty in bank customers

From 2013 to 2017, just five per cent of retail bank customers in the UK switched from one bank to...

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How secure is your work at home contact centre strategy?

My colleague Helen mentioned in her last article the benefits of deploying a work at home strategy...

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Four advantages of a work at home cx strategy

Work at home strategies are going mainstream, especially in areas such as customer service where...

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Prime Wardrobe may change how we all buy clothes

It feels like ancient history now, but back long ago (the nineties) there was an online fashion...

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Ryan Advisory says non-voice cx is growing fast

Ryan Advisory recently released their first big survey of the contact centre industry. The research features information from over 300 executives...

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CX is the priority for execs, but they don’t have the tools

A new report, ‘Success in The Experience Era: Connecting Customer and C-suite,’ focusing on...

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How marketing executives are focusing on cx

The American department store retail giant Macy’s just announced a new marketing strategy....

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How is the in-store retail customer experience evolving?

American retailers appear to be facing a crisis. Brands like JC Penney, American Apparel, and...

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Is the retail customer experience just more of the same?

Academics call it ‘homogenous retail agglomeration’... what’s that you might ask? Being...

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How many retailers are offering AI support to customers?

Artificial Intelligence has been talked about a lot in the customer service community recently....

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UK retailers disappointing customers with a disconnected experience

New research in the UK suggests that retailers are not getting omni-channel right and this...

Blog
Build trust in your brand and customers will happily share their data

My colleague Helen recently blogged about the results of an interesting Webhelp survey on personalisation in the banking industry where we found...

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Data security: great CX is no longer just focused on loyalty

Webhelp undertook a survey recently to explore personalisation in the banking industry. One...

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[INFOGRAPHIC] Good customer service makes a big difference in retail banking

Can good customer service determine whether people are happy with banks holding and using their...

Blog
How banking will be personalised in 2018

A recent research report on the need for banks to offer a much more personalised service raises...

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United: three steps to avoiding a similar customer backlash

The recent problems of United Airlines have been well documented and I wouldn’t like to...

Blog
What does great customer service sound like?

My colleague David recently blogged about delivering the experience your customers expect and...

Blog
Delivering the experience your customers expect

Imagine if 93% of your customers said they all want the same thing. Would you build a strategy...

Blog
Does customer service still need the human touch?

Technology is changing how brands and customers interact faster than ever; almost everything we think of today as “normal” did not even exist...

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Helping customers beat card fraud with biometric security

Mastercard recently announced a new version of their cards that features a built-in fingerprint...

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How will artificial intelligence (AI) change the customer experience?

I have often thought about how technologies like Watson from IBM might change how companies...

Blog
Do banks really need a CX makeover?

In 2014, Time Magazine wrote that the banking industry needs a critical customer service...

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Can a different approach lead to greater omni-channel CX success?

As more and more customer service channels become available, there has been some confusion over...

Blog
Retail banks need to be more customer-centric to survive

My colleague Helen recently blogged about the changing nature of the financial services industry and how customers interact with their banks. I...

Blog
Does your bank still answer the telephone?

The Bank of Ireland (BoI) is cutting down on the types of questions customers are allowed to...

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Would you prefer human or AI customer service?

Artificial intelligence or a human; which would you prefer to answer the phone when you call a...

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Research: More CX interactions, but they are changing

My colleague Helen recently blogged about the release of Dimension Data’s Global CX...

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Just 13% of execs believe they offer a great CX

Is your customer experience (CX) a mess? New research from Dimension Data suggests that...

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Banking needs a CX wake-up call

Recently, DBR Media in the US published their digital banking report. This research analyses the impact of technology on the financial services...

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Does MWC prove that banks and fintechs now want to work together?

The latest Mobile World Congress (MWC) event recently closed in Barcelona. MWC is the biggest...

Blog
75% of retail executives plan to monitor customers with beacons

My colleague Helen recently blogged about beacons, citing some recent research from Google...

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