Monthly Archives: January 2015

Is Customer Service Adapting to the Mobile Customer?

Mobile commerce used to be considered an added extra. Most customers browsing an online store would shop on a laptop or PC and not on the tiny screen of their phone – but that has all changed. Phone screens are … Continue reading

Posted in Current Affairs, Customer Service, Retail, Strategy | Tagged , , , , , , , , , , | Leave a comment

Who pays for Internet infrastructure?

You plug in your computer or connect your phone to 3G or 4G and you are online – the information flows. But have you ever thought about who is providing the infrastructure that allows information to flow around the world … Continue reading

Posted in Current Affairs, Strategy, Technology, Telecoms, Utilities | Tagged , , , , , , , , , , , , | Leave a comment

Why do energy companies provide a customer (don’t) care service?

The Guardian recently focused attention on falling oil prices and how UK energy customers are not seeing this passed on to their bills. According to their data, the average British energy customer is now overpaying by around £140 per year. … Continue reading

Posted in Current Affairs, Customer Service, Utilities | Tagged , , , , , , , , | Leave a comment

Will Amazon Echo Make The Connected Home of The Future A Reality Now?

I was interested to read recently about ‘Amazon Echo’ and how it has been recently piloted in homes. It is a voice control device that has no interface other than accepting voice commands – also responding using a voice. In … Continue reading

Posted in Current Affairs, Customer Service, Innovation | Tagged , , , , , , | Leave a comment

Will broadband M&A see a new breed of content providers?

As 2014 drew to a close, the media was endlessly covering the acquisition of EE by BT and exploring what it could mean for the broadband, mobile, and pay TV industries in the UK. I think that we are going … Continue reading

Posted in Current Affairs, Customer Service, Technology, Telecoms | Tagged , , , , , , , , , , , | Leave a comment

In 2015 the focus is on great customer experience.

It’s a new year. A lot happened in 2014 and the world of customer service in general is moving fast, but I think that there is going to be a subtle change in how business operates in 2015. And I … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , | Leave a comment