Tag Archives: customer experience

Webinar: Customer Service – Staying One Step Ahead

On Wednesday this week I’ll be participating in a Webinar focused on how customer service is changing and how companies with expertise in delivering a great customer experience (CX) are developing a new role as partners to their clients. The … Continue reading

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Webinar: Customer Service – No Longer Just A Commodity

On Wednesday this week I’ll be participating in a Webinar focused on how customer service is changing and how companies with expertise in delivering a great customer experience (CX) are developing a new role as partners to their clients. The … Continue reading

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How Virtual Reality Could Improve the Customer Experience

I wrote recently about the opportunities for Virtual Reality (VR) in retail banking, in particular how branch closures could be mitigated by the use of VR systems that improve on online banking by introducing an element of human service. It … Continue reading

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Retaining Customer Loyalty on today’s Customer Journey Rollercoaster

In his most recent blog, Teleperformance UK & RSA CEO Matt Sims wrote about the changing customer journey and how there has been a dramatic change in the way that customers and companies engage in the past decade. Even in … Continue reading

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The Customer Journey Is More Complex Than Ever

Last week saw the annual Execs in the Know Customer Response Summit take place in Austin, Texas. I was not able to attend, but I know that several of my colleagues from Teleperformance USA were there and Amit Shankardass was one of the speakers … Continue reading

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Great CX Is Not Just A “Nice To Have” Strategy – It’s Essential

Two years ago the Harvard Business Review (HBR) published a detailed analysis on how to quantify the value of the customer experience (CX). Their research showed that across different industries and business models it could be demonstrated with hard data … Continue reading

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Will Drones Transform Customer Delivery Expectations?

Can you remember back to December 2013 when Amazon announced that they were exploring the idea of drone deliveries? Many people thought that Amazon was joking. Others thought that it was a publicity stunt. The announcement got endless media coverage … Continue reading

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