Tag Archives: customer experience

Do Banks Need Humans?

Banks have been developing an online offering for many years now. The first online banks arrived in the UK in the late 1990s so the leading companies already have two decades of online banking experience now. Online banking has become … Continue reading

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

Low Prices vs Great Service – which will win in the battle for our wallets?

Can Jet break my Amazon habit? That’s what the new ecommerce site is aiming to achieve now they have finally launched. Their plan is to eventually charge a $50 membership that will give access to prices that beat their giant rival. … Continue reading

Posted in Current Affairs, Customer Service, Retail, Strategy | Tagged , , , , , , , , | 1 Comment

Do Executives Really Believe in Great Customer Service?

A new report from the Institute of Customer Service (ICS) suggests that the suspicion of many customers is actually true – that most executives have no idea what their customers really want. In addition, these same executives are charged with … Continue reading

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

Shifting Sands for Finance in the UK

The Financial Service industry in the UK is constantly changing and the recent weeks have been no different with HSBC retrenching services and reducing its staff numbers, government plans to sell RBS back to private investors and the regulators launching … Continue reading

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

Ryanair: Something to be proud of (again).

Around 1988/89 I attended the London bash to celebrate Tipperary winning the All Ireland Hurling Championship. One of the guests that night was Tipp businessman Tony Ryan, co-founder of Ryanair. The establishment of the airline and its growth was something … Continue reading

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

Your home is Alive! …and her name is Alexa

There has been much commentary about a future of ‘Connected Cities and Connected Homes’ and the launch of Amazon Echo is an exciting development that really does start to bring the home alive. Echo is a combined speaker and microphone … Continue reading

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

Investing in Customer Experience is essential for growth

Over the past couple of years it has been interesting to see how the analyst Ovum has started ranking customer experience as the number one strategic imperative for company executives today. Based on conversations with their clients, Ovum has repeatedly … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Strategy | Tagged , , , , , , , | 1 Comment