Tag: Customer service

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...

Let’s get phygital: How to promote online feedback in-store 

After Sainsbury’s announced a decline in its online sales, with shoppers returning to its stores, there’s now greater pressure on retailers to provide more engaging shopping experiences – and one key way to do that is to improve the in-store customer experience.  In...

You have to listen to act: The power of customer feedback

Businesses who are not listening to customer feedback are in for a shock. With an increasingly volatile social landscape helping to fuel decreasing levels of satisfaction, consumers are demanding more from organisations. They are prepared to vote with their feet and take their spending power away from...

Evolving the ways leaders listen to customer feedback  

With a whopping 16 billion marketing dollars devoted to customer surveys, the thought of answering more questions exhausts customers. Take a minute to open your inbox right now. A guess? There is at least one survey request from a brand with...

Going off-script: getting conversational messaging right

Done well, conversational messaging should be engaging and user-friendly. Offering real-time back-and-forth dialogue between an organisation and individual customers via their channel of choice, it aims to provide immediate response, address specific needs, and foster a sense of rapport with every interaction.  This can be...

This week in CX: 54% of employees are trapped in a career dead-end

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into AI’s role in mental health, global economy shifts and why the majority of employees are not satisfied with their career choices. Key...