Tag: Customer engagement

SMS messaging

The customer demand for SMS messaging is here: What’s your personalisation strategy?

Gone are the days of calling a business, whether to make an appointment or place an order. Technology has revolutionised how we interact with brands, creating new channels to connect and, in turn, new communication preferences for customers.  And while SMS...

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Service excellence

Why Internal Service Excellence is key to delivering External Service 

Have you ever contacted a company to chase a response only to be told that another department is investigating the issue, but no update has been received? Or perhaps you’ve contacted a company to make a complaint but have been passed from...

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SMB communication

Three steps for successful SMB communications in 2024

Over the last year, the consumer landscape changed significantly. Regulations like the new Consumer Duty and proposed Data Protection and Digital Information Bill are pushing customers into the spotlight more than ever. It’s not just regulations that are changing – consumer expectations...

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Digital CX

How organisations can act on the needs of their customers to set new standards for a great digital CX

As digital further dominates business sales and revenue, organisations are facing major hurdles in decreasing the time between identifying digital opportunities and acting on them.  Added to this are teams’ limited ability to capture every customer friction, including small customer touchpoints...

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Gen alpha

Get ready for Gen Alpha: Why brands need to plan for the future now

Generation Alpha, those born between 2010 and 2025, may still be young, but they represent a future tidal wave for brands and marketers. This generation, the first to never know a world without smartphones and social media, will demand a...

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Customer service agents

3 practical strategies to help customer service agents overcome “The computer says no”

“Computer Says No” may be a phrase that most people in the UK associate with a comedy sketch, but it is a real and frustrating reality for contact centre agents. When resolving customer issues, agents usually follow a defined process, like a decision tree, where a system provides recommended steps to follow for customer resolution...

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UGC

Are influencers relevant in the age of UGC?

Love it or hate it, we are living in the age of the influencer. Just look at the ongoing phenomenon of Love Island. With 1 million viewers tuning in to the recent Love Island All Stars final, the show’s impact extends far beyond the screen, turning many contestants into household names with...

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Marketing long-form video

The content race: On your marks, get set, go long-form video

In today’s digital age, the modern consumer is connected to everything, anywhere, all the time. Arguably, due to the proliferation of social media apps like TikTok, with the app reaching one billion installs just a year after its conception, there has been...

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Contact centre AI

Contact centre AI: Are you set up for success?

In this digital age where customer expectations are rapidly on the rise, it’s no surprise that the contact centre is undergoing an AI-powered transformation. But how are businesses implementing AI in their contact centres? What do contact centres need to have in...

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Congruent experience to employee satisfaction and success

The Law of Congruent Experience: Unlocking Higher Customer Satisfaction Through Employee Happiness

In the complex tapestry of modern business, customer satisfaction stands as a beacon of success and sustainability. It’s the pulse that measures how effectively a company meets the needs and expectations of its clientele. 84% of companies that embark on...

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