When I rang a contact centre the other day, the call began with a recorded message from the CEO saying she fully understood my frustration, but it was no excuse for anger or rudeness and could I … [Read more...] about Should a loyalty programme be kept away from the customer service department? Discuss.
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
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
The Customer & User Experience Expo comes to London’s ExCeL on the 27th & 28th … [Read more...] about Customer & User Experience Expo
Financial services firms top China CX rankingsBank and insurance company rated best for customer experience … [Read more...] about Financial services firms top China CX rankings
Customer experience the key as ‘satisfaction’ is no longer good enoughEight out of ten Europeans willing to pay more for a better customer experience … [Read more...] about Customer experience the key as ‘satisfaction’ is no longer good enough