Author: CXM Editorial

Lessons for Retail from luxury aftercare

Customers have never been as demanding as they are today and expectations continue to rise rapidly. In the past few years alone we’ve seen personalisation, targeted ads and a seamless multi-channel experience become must haves rather than nice to haves,...

The opportunity presenting UK retailers aboard in the US market

US customers shopping on UK sites are a significant and largely unexplored online retail audience. Whilst they’re a relatively small base (about 4% of total visits), they’re disproportionately valuable, spending around 3.88 times more than the average UK customers. Based...

Enterprise Feedback Management (EFM) Vs Customer Loyalty Measurement by MR

A Wikipedia definition is always a good place to start when dealing with buzzwords or acronyms: “Enterprise feedback management is a system of processes and software that enables organizations to centrally manage deployment of surveys while dispersing authoring and analysis throughout an organization… …Modern EFM...

Customer experience strategy – running before we can walk

According to the recent eConsultancy/Adobe 2014 Digital Trends report, customer experience is “the single most exciting opportunity” for client side respondents. Second most exciting was ‘mobile’, which given all the hyperbole surrounding it must come as a bit of a...

2014: The year of value-based messaging

If 2013 was the year of the OTT mobile chat app, 2014 will be the year of the value-based SMS message, says Adrian Sarosi of OpenMarket. One of the big mobile stories of 2013 was chat apps, such as recent Facebook...

The bright future of web chat in the UK

The real-time online customer service solution, iAdvize and the CallCentre.co.uk, a trusted resource for the contact centre and customer service community have just published the results of a survey investigating how UK businesses perceive web chat. The pool of respondents...

Customer Experience in the call centre: New approaches to Quality and Performance

It’s still true that even in this digital age the call centre is many customers’ only point of contact with a company. A lot has been said about the call centre industry, and in most cases it is portrayed in...

Your future is in your hands

Back in mid-January, BDO released a report, written by the Economist Intelligence Unit (EIU), which looked into the impact of poor customer service on businesses worldwide. The report, which surveyed more than 800 senior business leaders from around the world found...

The Seven most popular myths about Cloud Contact Centres Dispelled

Klaas van der Leest, UK Managing Director, Intelecom dispels 7 myths about contact centres in the cloud Cloud computing is here to stay and cloud providers are quick to quote the benefits of this new phenomenon including minimal upfront expenditure,...

Consumers expect a similar level of customer service, when shopping online

According to a recent study by Zendesk, just 7% of online shoppers surveyed were extremely satisfied by the level of customer service brands provide across their channels. Do e-retailers meet the demands of their customers when it comes to customer service?...