Customer
Contact
Insights

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.

The BBC recently reported something that to my mind had already happened a while back, making WhatsApp available to businesses so that they can interact with the customers

With almost six million people around England living in homes provided and supported by housing associations, ensuring that services are delivered to residents, including vulnerable people, is critical.

Reducing the cost of customer engagement. What is the current and future role of Ai in delivering self-service and optimising contact centre resources 
Outsourcers: 13:00-13:45, 29 September 2021

Webinar 1  (Client only – not for outsourcers) Reducing the cost of customer engagement – what is the current and future role of Ai in delivering self-service and optimising contact centre resources 12:00-12:45, 29 September 2021

Building a more secure future for an embattled and fast evolving sector.

Delivering an improved experience under cost pressure.