Tag: Customer service

How Vitality used Voice of the Customer to drive organisational success

Listening to customers can be beneficial in any circumstance. But in a rapidly-changing or tumultuous economic environment, it is of critical importance. Customers are more selective with brands than ever before. Now, they aren’t afraid to jump ship if they...

2023 look ahead – why AI and workflow automation will be key

As we approach 2023, the Bank of England predicts that the UK faces a ‘very challenging’ two-year recession. For most customers, this will be top-of-mind, with every purchase being carefully considered. Businesses will come under increasing pressure to prove they’re providing value by meeting customers’ needs effectively and immediately.  As if that...

Customer calls are the moments that matter

The global call intelligence and speech analytics platform, Infinity, conducted a survey into customer call experiences. Out of 2000 UK consumers surveyed, nearly half (46%) have been disappointed with brand calls over the last 6 months. What’s the impact of negative...

Could this year’s be the busiest Black Friday ever?

The cost of living crisis is hitting the UK hard. 77% of the population have reported that they are worried about rising costs. With Black Friday on the horizon, retailers have already spent weeks calculating the best deals they can offer....

Solving the CX challenges keeping decision makers up at night

Amid rising living costs, economic uncertainty and global recession, customer service has become the key differentiator for success. To gain vital margins, more brands are placing a greater focus on improving the customer experience (CX). This can increase profitability by up to 2% and...

Are you prepared for Consumer Duty?

Consumer Duty is about to land. It’s going to signify changes for every organisation governed by financial regulations.  The changes are purposefully motivated and well-intended. If executed successfully, they will shift business thinking. This will create outcomes focused through the customer’s lens. How you orchestrate your business...

Creating the perfect recipe for proactive customer care

We are entering another moment of uncertainty – with cost-of-living and rising interest rates becoming a real concern for individuals. Brands can look at ways of proactively reaching their customers to help anticipate their questions and worries. Before creating new customer...

The fight or flight of airline CX

From strikes and lost luggage to flight cancellations and delays, this year’s travel season saw its fair share of turbulence. This led many passengers to take to social media to express their frustrations. Amid these challenges, social media teams were under...

The significance of retention and delivery during economic crises

The monthly consumer confidence ratings published by the British Retail Consortium have not made for pretty reading in recent months. Time after time, the announcement has seen retail sales slide. It’s presenting a gloomy picture for an industry still finding...

11 foundational capabilities for customer self-service portal success

The customer support portal has taken a central role for support organisations, providing customers with access to easy, self-service answers 24 hours a day. Yet, despite the central role the portal plays in the delivery of the digital customer support...