Tag: Customer service

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...

The reality of vulnerability within CX

Sarah’s story I, and other members of the local community occasionally assist at our local food bank. The food bank provides emergency food and support to community members in need, like Sarah. Prior to her recent divorce, she and her partner...

Lost calls: the ultimate guide to monitoring, preventing, and learning from them 

Lost calls refer to a call a customer makes that fails to reach an advisor at the other end. There are different types of these that occur for a plethora of reasons. But ultimately, they are all logged as lost...

Stories from the airport: the post-Covid flying experience

Travelling over the past three years have become an emotionally charged and uncertain experience. Have our feelings towards airports changed? I decided to ask two groups of people to help me understand the current travel disruption: CX professionals working for...

How can neuroscience studies be used to improve the overall shopping experience?  

According to Deloitte, “Neuroscience studies can be used to identify motivating elements that increase customer motivation-to-buy. This is in addition to removing distractions in the online shop and thus improving the overall shopping experience”. It gives retail businesses a better...

The high street come back: how to transform the customer experience 

The most notable effect of the pandemic on consumer habits has been the great shift away from physical spaces into the digital realm. The impact was so severe that household names like Debenhams couldn’t survive the seismic change. Ecommerce accelerated...