Monthly Archives: December 2015

Will Retail Brands Use More Immersion in 2016?

This blog is by Liz Parry, Strategic Account Director at Teleperformance UK. Nesta, the National Endowment for Science, Technology, and the Arts, is an independent charity working to improve innovation in the UK. They recently published their view on how … Continue reading

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

US Consumers Rejecting Home Broadband In Favour of Mobiles

An interesting survey of US broadband consumers in the USA showed some interesting results recently. The Pew Research centre found that 80% of US adults have access to the Internet now, which is increasing slowly because presumably most people in … Continue reading

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

Looking Ahead To The Customer Experience in 2016

So we are now just a couple of weeks from the New Year and so much has changed this year. It never fails to surprise me just how quickly customer expectations of service can develop. As each New Year begins … Continue reading

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

Omnichannel Truths for 2016

One of the most important developments around customer experience in 2015 was the importance of omnichannel service. Originally this developed from a need to respond to the various new channels customers were using. This multichannel environment spawned the omnichannel once … Continue reading

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

Fintech will get serious in 2016

I have written in the past about how the financial services industry is changing in the UK, in particular how customer loyalty is being affected by the proliferation of price comparison engines and new start-ups offering services that are better … Continue reading

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

‘Connected’ Broadband: The Trojan Horse that could prove key in securing and retaining subscribers?

I have blogged regularly about how broadband/network provision are the basic ‘table stakes’ that consumers expect. There is no longer a wow factor about speed – consumers expect the network to be fast, reliable, and allow them to do what … Continue reading

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

Retail in 2016 will be about Mobile and Millennials

This blog is by Liz Parry, Strategic Account Director at Teleperformance UK. The effect of the millennials, or Generation Y (those born after 1980), is less pronounced in the UK than the USA, but it is becoming a significant factor … Continue reading

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