Tag: Customer service

What impactful self-service really looks like

According to Liferay, 85% of all customer service interactions will begin on self-service by 2022. In a world where busy customers are looking for faster resolutions, available anytime and from anywhere, digital self-service is a growing priority for every contact...

Why proactive customer service is crucial during the cost-of-living crisis 

Britain’s cost-of-living crisis is worsening. Many consumers are left wondering how they will manage soaring bills as the cold months draw closer.  Earlier this month, the UK’s Big Six energy firms urged customers to contact them ahead of the winter. This...

From insight to action: the importance of your customer service

Last year, complaints about customer service were at record level. Poor service negatively impacts a company’s image and, ultimately, its business outcomes. It can also make headlines – not all publicity is good publicity. Companies should continually focus on their...

Top three trends in healthcare CX

Healthcare providers are placing more emphasis on care than ever before. That means they’re shifting to a new paradigm for service interaction that doesn’t only focus on providing patient care. But this now also aims to deliver a superior customer...

New research: 88% of senior customers feel ‘shut out’ by online brands

UK consumers over 65 hold significant digital shopping power, with 76% relying on online purchase. However, findings reveal that only 12% feel understood by brands they digitally interact with. While many in this age group are digitally-savvy, the communications options...

UK airlines still leaving customers unsatisfied and disrupted

Heathrow has warned that its 100,000 a day limit on passengers travelling through the airport might be extended. This is due to the unprecedented disruption it is still facing. New data reveals that the top UK airlines are failing to respond...

What can we learn from product-led companies?

Coming out of the pandemic, the global economy is at a crossroads. Throughout Europe and North America, inflation remains stubbornly persistent, markets are in a slump, and tech faces growing economic headwinds. It’s a time that will make or break...

The looming problem of resident debt

Housing associations cater for a higher proportion of vulnerable households. As energy prices and the cost-of-living soar, residents are experiencing unprecedented difficulties. Having already had their incomes negatively impacted by the pandemic, many vulnerable residents are now particularly susceptible to...

Amazon Prime Day: the issue of ‘Choice Overload’

Millions of shoppers* could abandon their carts this Amazon Prime Day. 10% of UK consumers are set to desert purchases when offered an overwhelming level of choice. That’s according to a new study conducted by customer engagement platform, Emarsys. Overwhelming Prime...

How to improve the CX at your vacation rentals

Within the past few years, many landlords have begun transitioning some of their higher end properties from leased annual rentals to vacation rentals – it is simply more profitable to do so. Even if the properties aren’t occupied every month...