Tag: Customer journey

Seven Steps to Effective Contact Centre Transformation

Everyone is someone’s customer, and every single one of us knows how we want to be treated. Yet we’ve all had experiences that have influenced our opinion of a brand, but actually little or nothing to do with the product...

Optimising Communications for Frictionless CX

Forecasts of a downturn in the travel market following the referendum vote to leave the EU in June 2016 have largely been defied. In 2017, UK residents took 72.8 million trips abroad, up three percent from 2016. The number of...

Consumer Behaviour is Changing: Are you Keeping Up?

Over the last few years, we have seen a shift to more conscious consumerism that values experiences over things. This can be attributed back to several trends, such as the rise of mindfulness, the minimalist trend in homeware, as well...

Building a VoC programme – where to begin?

Setting out to build a Voice of the Customer (VoC) programme sounds like a simple task, but with most businesses interacting with their customers through multiple channels, and customer expectations rising in most industries, you need to take a strategic...