Category: Customer Experience

Claire Sporton: ‘AI Should Augment our Amazing Human Brains’

The robots are coming…but not as fast as some might think. That is the prediction of Claire Sporton, the recently appointed Senior Vice President of CX Innovation at ‘Voice of the Customer’ experts Confirmit. The London-based long-time CX professional has spent many...

Seizing Competitive Advantage Through Tech ‘Easing’ of CX

For any organisation operating in the telecoms sector, seizing competitive advantage is a greater challenge now than ever before. Consumers have an ever-expanding array of choice when it comes to products, and the omnichannel nature of modern shopping means that...

Customer Journey Mapping: Three Key Components

Customer journey mapping is a popular topic these days and for good reason, considering ever-increasing customer expectations, the many ways customers interact with companies, and a growing competitive landscape among brands. Conducting a mapping project can be a powerful tool...

Mind the Gap: Identifying the Missing Link at your Contact Centre

Every time someone calls your contact centre for the first time, you know nothing more about them than their phone number. An IVR may help to perform some filtering, but you’re still in the dark with regards to where they came...

Five Tips for a Top Omnichannel Strategy

Let’s talk about unicorns. Yes, that’s correct…unicorns. Or better still… mermaids and centaurs. Or for that matter, omniagents. Yes, omniagents – the most mythical creature of all. That one contact centre agent with the linguistic ability to be a gifted email...

Three Steps to Effective Customer Journey Mapping

Companies that intentionally make an effort to be customer-centric are known to be more profitable. One of the tools that businesses can use to improve customer-centricity are customer journey maps. In fact, observing, and acting upon the whole customer journey has...

Manuela Pifani: The Art and Science of Customer Experience

Manuela Pifani is proof, if proof were needed, that award winners go on to achieve amazing things – on top of the success that brought them to the awards podium in the first place. Having been at the vanguard of helping...

The ABCs of Customer Service Excellence

You might look at some other companies with envy, the kind of companies that customers love – which create buzz and are referenced by impressed CX professionals. Yet your own company could be the kind that others look up to when...

From Winner to Judge: Why I Brought my Expertise to an Awards Judging Panel

Mandy Holford is Director of Customer Services at contact centre solutions firm Echo-U, and recently judged at the 2018 UK Complaint Handling Awards. Here she describes, in her own words, how she went from an award winner herself, to a...

How Skipton Building Society put Customers at the Heart of their Business

Skipton Building Society is the fourth largest building society in the UK, with 95 branches located across the country and a contact centre based in Bury, Lancashire. With entries now open for the 2018 UK Customer Experience Awards, we look...