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2019: Thought’s on what’s in store

What’s Ahead for CX in 2019? David Turner recently outlined his thoughts on 2018, in particular the recent highlights for Webhelp and some of his ideas on the road ahead for customer experience in 2019. I also want to look ahead to 2019, but taking a slightly different angle to the usual ‘top trends to look out for’ as featured in many business journals. At present, most of the...

Reflections on 2018, Focus for 2019

Happy New Year! I hope you had a wonderful Christmas and managed to relax and spend some quality time with your loved ones… I certainly did! Over the holidays I also took the time to reflect on some key milestones and learnings from last year. First and foremost, 2018 was quite a year! This...

Omnichannel and smarter sales assistance

Our recent YouGov research revealed that around 10% of customers admit to buying products online using their phone whilst still in-store. This is a customer who is in a store looking at a product and buying the same item online before even leaving. Just ten per cent may not sound significant, but...

Why Employee Recognition Means So Much

At Webhelp we are passionate about our people and their contribution to the company. Recognising our teams and ensuring they know just how valued they are is a core value of Webhelp. There are many companies that talk about employee recognition because it sounds great on their website, but I...

Black Friday and Cyber Monday: The Webhelp Experience

The media coverage of Black Friday and Cyber Monday (BFCM) has focused mainly on the customer experience and the corporate, but there has been far less coverage of the employee experience. We all know that it’s a really busy time for retailers, so how do the people working on the customer...

CX: What Can We Expect In 2019?

As we approach the end of 2018 it’s always good to look back and see whether any of the Customer Experience (CX) predictions made by analysts and commentators (such as myself) came to pass. Most of my own predictions were accurate, in particular I have been talking for the past couple of years about how CX specialists and contact centre companies will start earning greater respect as the...

How did British customers engage with Black Friday 2018?

On the 20th and 21st of November YouGov conducted research on behalf of Webhelp to gather views on how British consumers view the Black Friday and Cyber Monday retail events. These sales were traditionally an American Thanksgiving tradition, but for the past five years or so they have been...

The Ghost Shoppers of Black Friday and Cyber Monday

Ghost shopping is a fairly new term in retail, but it describes how customers are visiting a high street store and then ordering the same product online, often on their phone while they are still in the store. Yes, many of them don’t even go home first. Research Webhelp conducted last week...

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