Tag: omnichannel

Seven Steps to Effective Contact Centre Transformation

Everyone is someone’s customer, and every single one of us knows how we want to be treated. Yet we’ve all had experiences that have influenced our opinion of a brand, but actually little or nothing to do with the product...

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Students Praised for Customer Behaviour Study

Final year university students are helping to identify changing customer behaviour in a new project with outsourced customer contact centre Echo-U. The research was undertaken by Newcastle University Business School’s business management degree programme students, and Echo-U – whose Director of...

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Driving Retail Growth Through Luxury Shopping Experiences

In today’s challenging retail landscape, success will be determined by how well brands target – and serve – consumers. The luxury sector is no different, and previously it’s suffered from a case of mistaken identity. Their shoppers were often thought to...

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A Strategic Approach to Better Customer Experience

To create the best possible Customer Experience, organisations must think strategically about implementing the tools that will support their omnichannel strategy. As adoption of live chat increases, simply implementing the technology won’t be enough to set a business apart in...

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Personalization in CX

Personalisation in CX: Applying proactive customer engagement

In this article, the author explores the essentials of personalisation in CX, a rapidly emerging topic across all industries. In 2012, only 30% of companies asked by analyst leadership group Gartner expected to compete for business primarily on the basis...

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