Tag: Customer service

Overview: Chattermill’s customer support trends for 2022

Chattermill took to the business streets by surveying 339 global customer-focused leaders during September and October of 2021. To gather data about the view on the current CX (customer experience) industry and how it impacts businesses.   The research focused on key...

What’s the real impact of blockchain on CX?

What is the impact of blockchain on CX? How can blockchains and CX work together to make a better experience for the customers? This article will explain what cryptocurrency, blockchains, NFTs are, and how they can impact the CX industry....

The role of advertising and keeping kids safe on YouTube

The draft of the Government’s Online Safety Bill already receiving criticism for not being robust enough to keep children safe from illegal or harmful content. Coupled with the huge increase in internet and social media use among children, it is...

How to look after your vulnerable customers fairly?

Last year the Financial Conduct Authority (FCA) put vulnerable customers at the forefront of their planning, offering advice and guidance on how financial services companies can communicate with vulnerable people. The FCA defines a vulnerable customer as “someone, who due...

Forrester’s guide: journey maps to kickstart CX transformation 

Forrester has recently released a guide entitled: “Journey Maps and CX Transformation”, which goes through how to use existing journey maps as methods to create investments, interest in CX, and boost performances. The guide will cover such topics as:   How journey...

PCI Pal combined two surveys to explore the future of customer service

Having surveyed 2,600 consumers and contact centre professionals in both the UK and USA, research commissioned by PCI Pal®, the global cloud provider of secure payment solutions for business communications has found that 61% of consumers overall (81% in the UK and...

Supercharging CX in 2023: going beyond generic surveys

If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact centre operations—and strengthen customer loyalty. CX (Customer Experience) professionals measure their company’s brand health in terms of customer satisfaction, and...

Choose your 2022 CXMStars™ winners – voting now open 

CXM has narrowed down the list to the Top CX Influencers and Top CX Professionals, and we need your help to pick the Top 25 from each side for our 3rd CXMStars™. You can choose from a wide selection of...

Three-quarters of customer-facing workers are heading to imminent burnout 

MaxContact calls on the industry to make 2022 the year of the agent and rebalance employee well being with customer satisfaction.  Workers in customer-facing roles across the UK are facing burnout after months of being overworked and underappreciated, with no prospect of career...

Chattermill’s new report: customer support trends in 2022

This year for the first time Chattermill, a unified customer intelligence platform, surveyed 339 customer-focused business leaders from the US, Oceania, South America and Europe with the intention to better understand key trends in customer experience (CX) for the upcoming...