Tag: Customer service

Poor UK delivery standards causing customer complaints to peak

New research from Shipup has highlighted the UK’s poor delivery standards causing customer complaints – with 2 out of every 5 complaints (almost 40%) being customers not receiving an expected package at all. “British shoppers have faced a frustrating period...

Hospitality: The heartbeat of exceptional experiences

This piece was co-authored by Michael Mattson, Chief Empathy Officer at Walk A Mile CX, and Nick Bond, CXO at Apex. Close your eyes and imagine stepping into a world where you are the centre of attention, where every detail is carefully...

Keeping customers loyal requires a balance of data and creativity

There is a discrepancy between what customers want and what brands are delivering when it comes to loyalty. Recent research found that while 72% of customers say they are willing to stay loyal if offered discounts and rewards, half of brands say...

Customers don’t want AI in customer service, report claims

Gartner research indicates that customers don’t like artificial intelligence, and would prefer companies didn’t use it at all. According to the analyst firm, 64% of customers prefer firms not to use AI in their customer service. The report also claimed 53% of customers would consider...

Contact centres at a crossroads: interview with Sat Sanghera

The contact centre has been the bedrock of customer experience strategy (and source of customer frustration) for the last 35 years. But will the advent of AI change all of that? What is the evolution of the contact centre now set...

Elevating the travel experience: How omnichannel, personalised and proactive support drives customer satisfaction

The staycation era is well and truly over. Building on two years of sustained resurgence in international travel, a return to pre-pandemic levels of passenger volumes is on the cards for 2024. With global restrictions all but gone, and consumers browsing the widest choice of direct flight destinations seen since 2019, globe-trotting tourism is back. Yet the gathering momentum is likely to wrong-foot many travel providers, as they struggle to overcome both familiar and new obstacleswhile servicing significantly increased demand. With geopolitical tensions mounting, and extreme weather...

Explore how to collect – and act on – the right customer insights

Customer feedback can make or break a business. Yet, most companies still grapple with how to effectively collect and use customer insights. According to the CallMiner 2023 CX Landscape Report, the majority of teams still collect mostly solicited feedback (71% in 2023...

How to make self-service a success

This piece was co-authored by Michael Rendelman, Senior Specialist, Research, and Keith McIntosh, Senior Principal, Research in the Gartner Customer Service and Support Practice. Self-service has been regarded as a game-changer for customer service, but many organisations still struggle with low resolution rates. Customer service leaders...

Customer first: The loyalty and pricing unlock 

Consumers have mixed feelings about the economy. There is a sense of optimism as inflation has stabilised… But spending levels remain similar to previous quarters. Consumers are still trading down in search of better value and roughly one-third are continuing to monitor their expenses carefully.  This has put ‘brand promiscuity’ at an...

The £9 Billion Blind Spot: How CRM Falls Short in Complaints Management

In the realm of customer service, CRM software reigns supreme. It’s the central nervous system for coordinating customer interactions and delivering personalised, contextualised services. But for all its strengths, CRM technology isn’t a catch-all for managing customer relationships. When it comes to complaints, your CRM...