Category: Customer Experience

Live Chats – An Overlooked Data Source

Chances are you’re already well versed in why live chat is a cost-effective decision for your business: it’s cheaper, reduces call center traffic, and many customers find it more convenient. But live chat can – and should – be used...

The Digital Contradiction

Why are sales of vinyl records on the increase? Many of you will have a box of dusty vinyl records tucked away in your attic. Why? Because you’re emotionally attached to them. You remember how you felt when you bought them....

Bricks N’ Mortar vs. Online – It’s Not That Simple Anymore

We used to compare like for like retail experiences – supermarkets with other supermarkets, airlines with other airlines, car dealerships with other car dealerships. However, it’s not that simple anymore. We live in a world of perpetual change driven by...

The Miracle at Boots – Why Babies and Comedians Are Good for Your Customer Experience and Episode 1 of BAT17

For those who have read my last couple blogs you will know that this Friday we launch BAT17 the conference in your pocket. (BAT17 is short for Behaviour & Technology in Customer Experience by the way.) You will also know...

5 Ways to Leverage Customer Experience Awards and Boost Your Business

If you are a customer-facing company, it makes sense that boosting your reputation for customer satisfaction will increase your bottom line. And research shows that customer service is the most important factor in retaining customers, with people four times more...

Three Ways to Create a More Targeted Marketing Strategy

Building and creating optimised digital experiences have been the focus of marketing teams since the early days of the internet, yet the focus has always been on the execution of marketing programs rather than the consumer. The key performance indicators...

Can Digital Communication Ever Replace Human Interaction?

Reuben Singh, founder of alldayPA, the UK’s largest telephone answering services for SMEs and entrepreneurs, looks back on National Conversation Week by sharing his experience of how the industry has changed and why human interaction is more important than ever, despite...

Contact Centre Data Holds the Key to Boosting Customer Satisfaction

Customer service has become a key differentiator for brands, and as a result more businesses are integrating their digital and traditional contact channels to help deliver a more seamless service. Indeed, our latest Outsourcing Index found this to be the...

How Intu Are Revolutionising the Destination Shopping Experience for Consumers

In the latest in my series on CX leaders, I caught up with Customer Experience Director at intu, Roger Binks to hear how their focus on customer is driving positive change. With 400 million customer visits and over 35 million unique...

Extensive Read: Building the Business Case for CX in a Compelling Way!

The Customer Experience community desperately needs the ability to effectively measure its impact on company performance, way better than it currently can. CX strategists are continually reporting incredible potential but take up, although increasing, is nowhere nearly rapid enough. One CEO told...