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...
by Jo Davies | 30 Apr, 2018 | Channel applications, Customer experience, Our blog, Uncategorized
There have been days of disruption to TSB’s services after a planned migration to a new IT system went wrong. The new system was unable to handle the volume of users, and many customers were unable to check their accounts or monitor payments. The incident follows...
by Jo Davies | 27 Apr, 2018 | 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 | 20 Apr, 2018 | Customer experience, Our blog
The airline steward requested all phones should be switched off. It was this routine request, heard many times before, that alerted my travelling colleague to a problem. Suddenly, he had the unpleasant realisation he’d left his iPhone X in a duty-free shop back in the...
by Jo Davies | 3 Apr, 2018 | Customer experience, Our blog
Most industry sectors have digital disruption at the top of their agendas. Whilst the outsourcing industry has much to offer in terms of Digital services it currently has other priorities. “In the wake of the collapse of the contractor Carillion, it is time to put an...
by Marcus Hickman | 22 Mar, 2018 | Customer experience, Our blog, Voice of the Customer (VoC)
How should financial providers design online sites and Apps to best inform and educate their customers about their personal finances? The growing use of personal finance dashboards to visualise data and the launch of Open Banking in 2018 could be the catalysts to...
