by Jo Davies | 23 May, 2019 | Customer experience, Our blog
Customer contact centres (CCCs) have an important role in the interaction between organizations and their customers. They vary in their levels of service quality and consumer protection, and work to many different levels of efficiency. BS EN ISO 18295-1 Customer...
by Jo Davies | 15 Feb, 2019 | Our blog
As the UK draws ever closer to the 29 March deadline for Brexit, businesses are clearly concerned about strategic decisions and how to maximise future revenues in these highly uncertain times. Organisations from all sectors are weighing up their strategic choices,...
by Jo Davies | 15 Jan, 2019 | Customer experience, Our blog
We live in exceptionally unstable times. To succeed, businesses need to invest in understanding and meeting their current customers’ future needs as well as finding cost-effective ways to attract new customers. As consumers, we pay for organisations’ products and...
by Jo Davies | 29 Nov, 2018 | Our blog, Thought leadership for B2B Marketing
Bill Gates commented that Hans Rosling’s book Factfulness: Ten Reason We’re Wrong About the World – And Why Things are Better Than You Think “is one of the most important books I’ve ever read”. He describes this brilliant book as an “indispensable guide to...
by Jo Davies | 29 May, 2018 | Customer experience, Our blog, Voice of the Customer (VoC)
It is early summer 2018, organisations have more and more opportunities to adopt increasingly sophisticated ways to understand their customers whether its AI from language processing (such as chatbot feedback and text analytics) to data analytics (such as business...
