Customer Experience

This Isn't A United Problem, It's An Industry Problem

Eric Berridge | Posted 18.04.2017 | UK Tech
Eric Berridge

United Airlines is making headlines after forcibly removing a passenger from an overbooked flight. The behavior was absolutely avoidable, but here's the thing--United started out by trying to look out for employees' and customers' best interests.

What The IBM-Salesforce Strategic Partnership Means For Business And AI

Eric Berridge | Posted 17.03.2017 | UK Tech
Eric Berridge

It's time for the creative disruption of legacy systems to align with the next phase of computing: adding intelligence into customer and employee-facing applications, like Salesforce, to enable companies to unlock and monetize data.

Taking The Blame

Paul Clayton | Posted 16.03.2017 | UK Entertainment
Paul Clayton

The taxi driver who turned up 20 minutes late one morning to take us out on an excursion. Not his fault as the traffic had been particularly bad, but as soon he was out of the car, he walked straight over to us to apologise for keeping us waiting. By the time we sat in the car, we were assuring him that it didn't really matter.

How Location Intelligence Can Reveal How Long Resolutions Last

Theo Theodorou | Posted 02.03.2017 | UK Tech
Theo Theodorou

Brands usually think that in January and February we're hitting the gym, avoiding the pub and eating more healthily. However, although we all want to keep up these good behaviours at the start of the year, is that really happening?

Abolishing Yourself - Time To End The Procrustean Bed Of Customer Service

Dmitry Bagrov | Posted 28.02.2017 | UK Tech
Dmitry Bagrov

This is no way means an end to all customer interaction. That is here to stay. This means the creation of a better approach, which moves customer interaction away from the flawed model of today towards a more useful set of interaction for both the client and the company. To achieve this would require two solutions.

What Do Apple, Ann Summers And Burberry Have In Common?

Bev James | Posted 20.02.2017 | UK
Bev James

In today's fast paced market, things are changing at rapid speed, with hundreds of product choices available at the touch of a button, it's never been...

The Technology World's 'Groundhog Day' Challenges

Jon Lucas | Posted 06.02.2017 | UK Tech
Jon Lucas

Whether it's providing more reliable products and services that are less vulnerable to security threats, failures or human error, reducing downtime would address one of technology's consistently high cost weaknesses.

'Alexa, What Are The Four Biggest Challenges To Voice Control Technology Hitting The Mainstream?'

David Loughlin | Posted 25.01.2017 | UK Tech
David Loughlin

The rise of 'voice-first' interfaces featured prominently in Gartner's list of 10 predictions about the strategic use of technology in 2017 -- the analysis firm anticipates that 10 million households will be using room-based screenless devices by the end of the year.

Data Has An Image Problem

Guy Marson | Posted 17.01.2017 | UK Tech
Guy Marson

Data is supposed to be the new oil, powering all industries and underpinning major business decisions. That said, ask any Tom, Dick or Harry on the street what the word data means to them and they are likely to draw a blank.

Amazon Vs. eBay: Humans In The Rise Of Retail Automation

Amelia Kallman | Posted 21.12.2016 | UK Tech
Amelia Kallman

Online megastores, Amazon and eBay, are both experimenting with bringing their unique online models in-store. But these two digital retailers seem to have very different ideas about the role of humans in the future of their brand identity.

The Rise Of Facebank - Why Social Banking Is Here To Stay

Michiel Lely | Posted 21.12.2016 | UK Tech
Michiel Lely

Social banking will allow users to access online banking services using their social media account credentials via the bank's normal homepage and log in portal. They would then check their balance, make transactions and view any other information as normal.

Better CX Tools For Twitter: Too Little Too Late?

Mark Hillary | Posted 24.11.2016 | UK Tech
Mark Hillary

Customers have been extensively using Twitter to contact brands and ask for support for at least five years so it's surprising that they took this long to improve the interface. It was only recently that they removed the need for users to be following each other to send DMs, which was a major issue for brands that wanted to support customers using Twitter.

Stopping The Customer From 'Checking Out', While Building Long-Term Customer Engagement

Trish Young | Posted 23.11.2016 | UK Tech
Trish Young

The omni-channel and seamless shopping experience is the Holy Grail many retailers continue to seek to achieve. Companies are told that the customer expects the same level of brand engagement whether in-store, on a phone, a computer, tablet or mobile and by delivering this, the customer will remain a loyal shopper, spend more, returning again and again.

The Customer Is Now In Charge!

Mark Hillary | Posted 18.11.2016 | UK
Mark Hillary

Customers and stand-up comedians usually still think of the customer service process as difficult. The long waits on hold and the inability of custome...

Customer Experience Ex Machina: AI On The Rise, But Not Ready To Fully Replace Human Touch

Oliver Richards | Posted 04.11.2016 | UK Tech
Oliver Richards

One technology attracting attention is artificial intelligence. AI and its current early form, machine learning - computers that can "think" for themselves and tailor their actions and responses to situations based on experience - is going to play an increasingly significant role in our everyday lives.

What Can We Learn From A Two Century-Old Beer Festival?

Trish Young | Posted 04.10.2016 | UK Tech
Trish Young

To stand out against the competition, build brand loyalty and engage with the customer, digitising the customer experience is essential. Brands need to enhance the customer experience if they want to seriously capitalise on the popular 'pop-up' or festival opportunity

Pokémon Go Shows What Augmented Reality Can Do For Customer Experience

Mark Hillary | Posted 15.07.2016 | UK Tech
Mark Hillary

Everyone is suddenly crazy for Pokémon Go. Nintendo has set the world alight with their Augmented Reality (AR) game and watched their share price soa...

Customers Now Prefer Shopping Online To In-Store

Mark Hillary | Posted 01.07.2016 | UK Tech
Mark Hillary

I have been reading several research reports from both sides of the Atlantic recently that talk about how customers are starting to favour the online shopping experience over the real, in-store experience. How could this be? Haven't retailers always found that some customers prefer to see and touch products before purchasing?

Will Millennial Customers Demand A Better Experience?

Alistair Niederer | Posted 21.04.2017 | UK
Alistair Niederer

One of the key drivers of change in the way that customers expect service is that the millennial generation is becoming so dominant in society. These are the people born from 1980 up to the millennium who are now university age up to their mid-thirties.

Three Reasons Why Feelings Matter in Business

Lucy Griffin-Stiff | Posted 04.03.2017 | UK
Lucy Griffin-Stiff

Simple really, people have feelings. Customers, employees, and pets, all have feelings. We care about feelings The customer experience and employee...

Avoiding the Pitfalls of 'Regretful Tuesday' Following a Weekend of Frenzied Sales

Henning Ogberg | Posted 27.11.2016 | UK Tech
Henning Ogberg

Joining the likes of Barbie and Beyoncé, the hamburger and powered flight, it seems that Black Friday and Cyber Monday are two more American imports that have taken up a permanent berth in the British consciousness.

Experiencing Bookstores All Over Again

Mark Hillary | Posted 27.11.2016 | UK Entertainment
Mark Hillary

I am a Kindle addict. I love the immediacy of being able to hear about a book on a radio show, or reading a review online, and immediately seeing that book on my Kindle with just a couple of clicks. The Kindle makes it easy to get my hands on any book that I want immediately.

In The Era Of The Democratised Customer, What Kind Of Customer Service Do You Prefer?

Alistair Niederer | Posted 02.06.2015 | UK
Alistair Niederer

For the past few years I have been blogging about how far and how fast customer service has changed. A decade ago companies would give you a phone num...

Are You Being Served? Supermarket Customer Service Reviewed By... You

Ben Stockman | Posted 18.05.2015 | UK
Ben Stockman

Unlike many consumer reports which tend to focus on price and other elements, a new report written by customers, for customers has named Morrisons top supermarket for customer service...

When Was The Last Time You Actually Enjoyed Calling A Contact Centre?

Alistair Niederer | Posted 28.04.2015 | UK
Alistair Niederer

This move to customers using multiple channels at all times has been supported further by the prevalence of smart phones. Internet access from almost anywhere is easy today and the culture of engagement has been accelerated because of this.