Tag Archives: 2008

100 days until London 2012

Today marks the milestone that it is now 100 days to the Olympic games in London. These milestones are a little artificial as the 100-days-to-go mark really means nothing other than it’s getting close now, but as the people of … Continue reading

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Taking customers on a journey

The speed of change in the way we communicate with each other and the  organisations around us has meant a significant shift away from the traditional focus on ‘Customer Service’ and the embracing of an overall ‘Customer Experience’. Customers don’t think … Continue reading

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Banking crisis will create a new High Street

As the banking crisis loomed in 2007, lines formed outside branches of the Northern Rock bank. This run on the bank exacerbated the perilous state of the Rock’s cash flow crisis. Ultimately, the British government stepped in to prevent a … Continue reading

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Future multi-channel contact centres – what will they look like?

We already have multiple ways for customers to reach out to the customer service department in a company. Writing a letter, calling, and chatting on IM are all common today, but things are changing fast. Social media is one obvious … Continue reading

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