Tag Archives: customer service

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

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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

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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

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Retailers Need To Analyse Customer Behaviour

This post is by Liz Parry, Strategic Account Director at Teleperformance UK If you have never heard of the Teleperformance Customer Experience (CX) Lab then click here and take a look at some of the insight and analysis they produce. … Continue reading

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Do Energy Companies Need to Improve Customer Service?

As I wrote in my last blog, the UK energy industry was generally pleased to see that the political uncertainty around the UK general election was swiftly dampened by the Conservative party winning a majority, but there are still critics … Continue reading

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Outsourcing 3.0: The Rise of the Machines

I was discussing films with a colleague recently and we started talking about the Terminator genre and how we felt the quality had dipped since the original film was released. The concept of Artificial Intelligence (AI) and machine-domination is an … Continue reading

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Agent Effort is as Important as Customer Effort

Take a look at every customer service or contact centre magazine (or blog) and what are the usual focus areas? Of course there are all the discussions around trends in the market and how fast things are changing, but one … Continue reading

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