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Blogroll
Tag Archives: customer service
The Guardian ‘worst customer service awards’ 2016
The Guardian has published their awards for the worst customer service examples in 2016. As you might expect, it’s a sorry list indeed, populated with inexplicably poor treatment of customers from some of the biggest brands in the UK. However, … Continue reading
Posted in Customer Service
Tagged awards, customer service, CX, ebay, guardian, thomas cook, worst customer service
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The 15 Business Dynamics Shaping Customer Experience in 2017
It’s that time of the year again, the most wonderful time as the song goes, certainly the most wonderful time of the year for analyst predictions. Forrester recently published a list of 15 business dynamics that are shaping the future … Continue reading
Posted in Current Affairs, Customer Service, Innovation, Strategy
Tagged 2017, ar, CMO, customer service, CX, forrester, VR
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Guyana: Delivering CX Expertise From South America
I saw Prince Harry featured on the BBC this week because his extensive Caribbean tour took him to Guyana. This South American nation is bordered by Venezuela, Brazil, and Suriname, yet in terms of culture and language it is distinctly … Continue reading
Posted in Contact Centres, Current Affairs, Innovation, Strategy
Tagged customer experience, customer service, CX, guyana, prince harry
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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
Posted in Customer Service, Innovation, Social Media, Strategy
Tagged customer experience, customer service, CX, CX Lab, innovation, microsoft, research, sony, strategy, VR, webinar
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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
Posted in Customer Service, Innovation, Outsourcing
Tagged customer experience, customer service, CX, omnichannel, webinar
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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
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
Posted in Current Affairs, Customer Service, Strategy
Tagged customer experience, customer service, CX, forbes, harvard business review, HBR, millennials, shep hyken, strategy
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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
Posted in Current Affairs, Customer Service, Innovation, Technology
Tagged amazon, CAA, customer expectation, customer experience, customer service, CX, drones
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Scammers chasing customer data on social media
A recurring theme for everyone involved in managing the customer experience is how the number of channels used has dramatically increased in the past few years. Social networks and now mobile chat channels are increasing the ways that customers can … Continue reading
Posted in Current Affairs, Customer Service, Social Media, Strategy, Technology
Tagged amazon, apple, banks, customer experience, customer service, CX, fraud, natwest, online, phishing
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Invest in CX To Keep The Customers You Already Have
The industry analyst Gartner says that, based on their research, the customer experience (CX) is now the top priority for 89% of business executives. As I wrote in one of my recent blogs, there is research that shows this focus … Continue reading
Posted in Current Affairs, Customer Service, Strategy
Tagged customer experience, customer service, CX, gartner, roi, strategy
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