Tag Archives: marketing

An End To Cold Calls?

The Department for Culture, Media, and Sport has announced new legislation to control nuisance calls. Companies that cold call people, as part of a marketing or sales campaign, will no longer be able to mask their telephone number. Critics of … Continue reading

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Hacking the Customer Experience

Hackathons have been around for over a decade in the tech industry, possibly longer if different terms are used. Basically, a group of techies get together and spend a period of time focused on fixing a single problem or creating … Continue reading

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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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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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How do brands gain – and lose – the trust of customers?

At the Institute of Customer Service annual conference (ICS) this week Rita Clifton, the chairman of BrandCap, will be talking about how brands gain – and lose trust – in this era of social media. But why do we trust … Continue reading

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ICS: Customer Experience In The Relationship Economy

The Teleperformance UK team is attending the Institute of Customer Service (ICS) annual conference next week, which is always a great one-day focus on the latest customer experience trends. In preparation for the conference I took a quick look at the … Continue reading

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Moving the customer experience moving from good to great

Industry analyst, Michael Gazala of Forrester, published a blog recently that will strike fear into the heart of any company with a merely average attitude toward customer service. Gazala said that the Forrester data on customer experience has seen the … Continue reading

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