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Does voice remain the undisputed champion when it comes to supporting customers during peak periods such as Black Friday and Christmas?”

The key to winning, retaining and growing customers

Is time running out for the (hard to) Cancel Culture?”

The potential implications

Adapting to changing consumer behaviour

How to optimise your customer service solution. Often people talk about multi-channel and digital customer service as some elixir that will solve all their challenges. However, whilst offering the customer more ways to contact you, are you just adding in more plates to spin?

New year, new you? So, it’s all over. The preparations, food, presents and Santa has been and gone. It’s a new year but is it a new you?

Customer experience management and digitisation has been transforming customer interactions for well over a decade, but the recent pandemic has dramatically accelerated that trend, driving significant new investments in integration and setting a new standard for customer expectations globally.

I’ve recently got hooked on the latest big mobile game that is Marvel Snap. A “free-to-play” mobile game, where players collect cards based on Marvel characters, building competitive decks based on those cards’ stats and special powers and then battling other players. It’s fair to say that any spare time between work and dad duties has been taken up with a few games of Snap here and there!

As sure as night follows day, autumn follows summer, the nights get longer and thoughts for many will turn to handling peak demand, or for those who’ve just been through a peak – reviewing how it went and learning lessons for the next one.

Are the customer service shelves bare?” Ambition and a desire for continuous improvement are all very well, but paranoia and curiosity are great motivators, too! Maybe that’s why there’s often something especially intriguing about the opportunity to look at how you’re performing in comparison with your peers and how your customer proposition stacks up next to your competitors.

CX within the experience economy – Delivering a consistent brand experience. Consumer access to brands has undergone a paradigm shift since the 1990s, with the advent of the mobile device, growth of social media and the ‘always on’ generations of the Millennials and Gen Z leading to a heightened awareness among customers.