Tag Archives: customer experience

Exploring the 2016 UK Customer Satisfaction Index

The UK Institute of Customer Service recently released the January 2016 UK Customer Satisfaction Index. This research is updated twice a year and explores the level and quality of customer service in the UK across various industry sectors, including both … Continue reading

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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

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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

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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

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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

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Ovum: Customer Experience is #1 Executive Priority

In preparation for the Engage Customer summit on November 26th I was looking through some of the most recent comment and analysis posted on the Engage Customer site. I saw a great article by Peter Ryan of Ovum (who will be … Continue reading

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Engage Customer 2015: What I’m Looking To Learn

We are just three weeks away from the Engage Customer 2015 summit in London. This event always proves to be an excellent day where people on the frontline of managing customer interactions can debate current problems and future strategies. There … Continue reading

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