Tag Archives: customer experience

An Improved Customer Experience Drives Revenue Growth

For years I have talked to companies about the value of improving how they manage customer service. Back in the days when contact centres were just considered to be necessary cost, it became clear that agents could up-sell and cross-sell … Continue reading

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Rail Refunds Need a Customer Experience Overhaul

This blog is by Sasha Jenkins, Business Development Director at Teleperformance UK. A report published by the Office of Rail and Road (ORR) a couple of months ago suggested that over 80% of rail passenger refunds that could be claimed … Continue reading

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Creating an immersive retail brand experience

This blog is by Phil Crossley, Business Development Director at Teleperformance UK. I have been exploring some of the key themes that will be discussed at the Retail Week CX Summit and Awards in London this week. It’s one of the … Continue reading

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What is the role of the shop in modern retail?

This blog is by Phil Crossley, Business Development Director at Teleperformance UK. I have been exploring some of the key themes that will be discussed at the Retail Week CX Summit and Awards in London next week. It’s one of … Continue reading

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Rebuilding The Customer-Focused Bookstore

This post is by Phil Crossley, Business Development Director at Teleperformance UK. I’m looking forward to the Retail Week CX Summit and Awards later this month. It’s one of the biggest annual events for those involved in retail in the … Continue reading

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Are Customers Forcing Companies To Change Industry?

I have often blogged about my view that great content is where the telecoms and Internet Service Providers are now focused. If you have seen any of my earlier blogs on this subject then you will know that I believe … Continue reading

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Can The Retail Banks Fight Fintech By Improving The CX?

A major new research study by the European Financial Management & Marketing Association (Efma) has found that efforts by major banks to fight the threat posed by fintech to their retail business may have result in a better customer experience but … Continue reading

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