Category: Customer Experience

How to Deliver Control and Fairness to Customers in Collections

Treating customers fairly is not only a central tenant of the Financial Conduct Authority’s (FCA) regulations, but it’s good practice to treat others as you would like to be treated yourself. Today’s consumers are more demanding and better protected than...

How Not to Make a Sale

When asked to describe the typical salesperson, people generally wouldn’t paint an especially complimentary picture. They may think of Del Boy from the classic TV series Only Fools and Horses, a fast-talking shyster always looking for the next victim to...

Confessions from a Conference Call

Conference call provider Powwownow recently conducted a survey to find out what the UK actually get up to when on a conference call. The results are indeed interesting. 12% of respondents have used the toilet whilst on a conference call. Over...

Complaint Handling Drives Brand Loyalty

Many companies are terrified of customer complaints. What they don’t understand is that complaints are actually a blessing in disguise. Not only does your company have the chance to fix a problem, it is also a great opportunity to build...

Empower Contact Center Agents with Adaptive WFO

These days, people expect personalization and individualized focused service. Think Netflix or amazon. Your agents are no different. High agent turnover, increasing costs and customer dissatisfaction, is the reality of most contact centers. The cookie-cutter approach to managing, training and evaluating...

5 Tips for Creating an Accurate Customer Journey Map

Customer journey maps are more than just diagrams. Sure, they illustrate (in a very visual and easy-to-digest way) the steps customers go through when engaging with a company. But there’s a lot more to it than that. Customer journey maps act...

Is Influencer Marketing the Future of Marketing?

Is your marketing budget being put to good use? Are you getting the desired results from your campaigns or are you struggling to see a positive change in your ROI? Maybe you’re not making use of one of the most...

CXM Interview: Customer Experience Driving Business Strategy

CXM editor-in-chief Marija Pavlović talks to Iain Shorthose – customer experience director of international support services and construction group Interserve – about how customer experience is driving his company’s future strategy. CXM: Hello Iain, can you please by explaining to our...

CXM Interview: How to Prepare for the Market Shockwave

Within our interview series, we had a pleasure of talking to Shane Cragun, co-author of Reinvention: Accelerating Results in the Age of Disruption with Kate Sweetman. We discussed market trends and challenges of keeping track with the disruptive practices. Thank you...

How to Integrate SMS into Your Customer Service

It’s the summer time, so thousands of people are preparing to embark on their holidays. From the travel industry’s perspective, this is the peak time for managing customer enquiries and therefore the emphasis on delivering appropriate and timely service is...