Tag: Customer service

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...

Survey reveals consumer expectations heightened as a result of inflationary price hikes

A survey of over 2,000 working age adults has revealed that the perceived standard of UK customer service is slipping in the wake of record inflation. Close to half (41%) of the respondents questioned by People 1st International said that...

Most important features of a sustainable city

An increasing number of people are living in cities, but the problem we face is that cities are not sustainable in their current form. As more and more people converge on a small area, it becomes challenging to meet their...

The 3 biggest benefits of contact centre AI

From smarter forecasting to call routing and IVR, artificial intelligence is increasingly embedded in how contact centres work. It’s no longer the preserve of big brands – with big budgets – but a mature, ready-to-use technology from which every contact...

35.7 million Brits don’t feel supported through the cost-of-living crisis

35.7 million British adults believe gas and energy firms aren’t fully supporting them through the cost-of-living crisis. This research reveals that only 14% of adults believe utilities provide a personal service which helps customers feel recognised. Further, only 20% of Brits...

Gartner research: conversational AI will reduce agent labour costs by 2023

According to Gartner, by 2026, conversational artificial intelligence (AI) deployments within contact centres will reduce agent labour costs by $80 billion. Worldwide end-user spending on conversational AI solutions within contact centres is forecast to reach $1.99 billion in 2022.  “Many organisations...

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...