9,000 people across 9 countries surveyed in January 2020
Have you ever heard of the brand Etsy? Your customers have, and they voted it top for CX in the 2020 experience … [Read more...] about Community key to encouraging customer positivity
Customer Experience
75% of customer engagement is emotional, says Sephora
Focus on happiness, trust, surprise, delight and anticipation
Sephora, the french beauty chain, is to enhance its Beauty Insider loyalty offering to include even more emotional … [Read more...] about 75% of customer engagement is emotional, says Sephora
Only 22% of companies use real-time metrics
Study calls for better use of APM (application performance measurement
A recent survey has revealed that only 22% of companies have access to real-time metrics meaning that … [Read more...] about Only 22% of companies use real-time metrics
Opinion: Experience more important than speed
A point of view from Dino Forte, CEO, Ventrica
Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact centre … [Read more...] about Opinion: Experience more important than speed
Positive predictions – hooray!
Positive predictions - hooray!Technology industry will be OKNo GDPR 4% fines expected in 2019Brexit will get sortedReality check: hacking will continue
What a great way to start the … [Read more...] about Positive predictions – hooray!
Transforming product catalogues to a digital customer service tool
Transforming product catalogues to a digital customer service toolHow CDMS produced searchable digital catalogues for online and home shopping retailer Shop Direct Group (SDG). … [Read more...] about Transforming product catalogues to a digital customer service tool
Unify your contact centre, boost loyalty with customers
Unify your contact centre, boost loyalty with customers
Unified communications has emerged as the latest method to help … [Read more...] about Unify your contact centre, boost loyalty with customers
Managing call centre information – giving agents the whole picture
Managing call centre information - giving agents the whole pictureCRM alone is not enough to run an efficient call centre. Technology such as Business Process Management (BPM) can provide the … [Read more...] about Managing call centre information – giving agents the whole picture
Incoming! Making Every Customer Contact a Precious Event
Incoming! Making Every Customer Contact a Precious EventBig brands in the Fast Moving Consumer Goods (FMCG) industry are constantly in contact with customers. So when contact becomes a process driven … [Read more...] about Incoming! Making Every Customer Contact a Precious Event
Who do you think you are: voice recognition in the call centre
Who do you think you are: voice recognition in the call centreEven organisations with impeccable security credentials know that they are not immune to identity fraud. A security breach at one … [Read more...] about Who do you think you are: voice recognition in the call centre
