Tag: Customer service

Looking beyond the surface: Improving CX for people with hidden disabilities

If you suddenly became aware that the needs of one in four of your customers were not being met- how would you react? You’d probably prepare to make some drastic and immediate changes, right? Well, 24% of people in the UK...

Four features of a good customer experience

Customers have expectations when they call for help, as they should. After all, they typically aren’t reaching out to your organisation for any other reason than to get their issue resolved or a question answered quickly.  Most customers would agree that...

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...

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...

Traditional purchase journeys are dying. The future lies in the in-stream checkout

As we head towards the second quarter of 2024, retailers can be forgiven for feeling nervous. Strong retail sales volumes in January 2024 were an encouraging sign, but look to be going against the grain with the UK currently in recession. Once again, retailers...

What do consumers really think about AI in retail?

Not long ago, Artificial intelligence (AI) was something you only saw in sci-fi movies. Now, however, it is an everyday tool that people use to process data, create content, distribute information quickly and process data, and it’s here to stay.    Yes,...

Old money prefers human support

Miles Davis once remarked after a gig, “It’s not about the notes you play, it’s about the ones you don’t.” We are in an era where the consumer experience is not solely about the emotions one feels. Far more crucial is...

Entering a new age of customer communication

The world of customer communication is set to enter a new era. And that’s before we even talk about Apple’s Vision Pro. The increasing change of pace in brand-customer relations means that customer experience strategies must adapt too. In the...

What is MultiCaaS and why is it the contact centre of the future?

As a contact centre or IT leader, you don’t need another acronym to add to the pile. But that’s the beauty of the newest acronym in the industry, MultiCaaS—it’s the only CaaS acronym you need to operate your entire business...

The importance of benchmarking Gen AI for effective CX usage

Testing the IQ of an AI may not be a familiar concept, but it’s something companies must do if they want to ensure a great customer experience. As it stands, generative AI applications like ChatGPT, Bing and others are still a nascent space. They...