Tag Archives: big data

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

Digital Disruption in the Customer Experience

I have recently been blogging about a few of my expectations for the forthcoming Engage Customer summit this week (Nov 26) in London, including the future of customer service and some of the key trends that will define 2016. However, … Continue reading

Posted in Current Affairs, Customer Service, Social Media, Technology | Tagged , , , , , , , , | 1 Comment

Retailers Need To Analyse Customer Behaviour

This post is by Liz Parry, Strategic Account Director at Teleperformance UK If you have never heard of the Teleperformance Customer Experience (CX) Lab then click here and take a look at some of the insight and analysis they produce. … Continue reading

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

Data Analytics Expertise Is Essential For A Great Customer Experience

This post is by Liz Parry, Strategic Account Director at Teleperformance UK In the latest edition of the National Outsourcing Association (NOA) Outsourcing Yearbook several leading industry analysts give their predictions for the year ahead in outsourcing. One of the … Continue reading

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

Data Analytics Is Essential in Retail Today

This post is by Liz Parry, Strategic Account Director at Teleperformance UK In a Fortune Q&A this week the CEO of Microsoft, Satya Nadella, talked about some of the biggest trends in information technology at present – in particular the … Continue reading

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

When Was Your Last Great Experience as a Customer?

When was the last time you interacted with a brand and came away from the experience feeling really good – as if they really understood you and appreciated you as a customer? Unfortunately, for many people this is a difficult … Continue reading

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

Use customer knowledge with care – not abandon!

What happens when brands know too much about you? Customers are happy to share their preferences on Facebook and through the use of loyalty cards, but sometimes it pays to be less clever than is actually possible when it comes … Continue reading

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

Analytics: the key to unlocking the retail omnichannel?

For the past couple of years I have been exploring both omnichannel and multichannel solutions for customer service as the adoption of social media channels have become more accepted. It’s important to distinguish between the two terms though, as many … Continue reading

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

The Voice of the Future in Financial Services

With so much at stake, Teleperformance UK brought together specialists in customer care to discuss how contact centres are changing, and what impact that is having on sales in the financial services sector Significant challenges face banking and insurance firms … Continue reading

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

Big Data: How about every tweet ever sent on Twitter…

It has recently become possible to request every tweet you have ever sent on Twitter. Go and have a look at the ‘account’ page when you login to Twitter – there is a button you can click called ‘request archive’. … Continue reading

Posted in Current Affairs, Marketing, Social Media, Technology | Tagged , , , , , , | Leave a comment