Customer experience

FORRESTER AND VERINT PARTNER TO DELIVER ACTIONABLE INTELLIGENCE FOR CX LEADERS

Analyst Forrester has teamed up with vendor Verint to provide a holistic approach to customer experience (CX) measurement and management. The partnership combines Forrester’s Customer Experience Index (CX Index™) methodology, benchmark data and engagement programme with Verint Enterprise Feedback Management™ (EFM) to create a single source for organizations to collect, analyse and act on benchmark […]

Why gamification is win-win for businesses and customers

Despite the term “gamification” being defined nearly two decades ago, it’s only recently become a successful reality for businesses, with many brands taking advantage of it in the past five years. Its adoption since 2010 has beaten all expectations after a slow start, and thanks to this sudden rise in popularity, the gamification market is […]

Customer experience best practice – rewarding loyal customers

Customer loyalty can be a difficult thing to retain. Human beings are frequently fickle and capricious, and can be unforgiving when their needs and expectations are not met. The best way to keep people ‘on side’ is to adhere to The Six PillarsTM of customer experience excellence, particularly in the areas of Personalisation, Time and […]

Customer experience best practice: Which brands will win their customers’ hearts this Valentine’s Day?

Valentine’s Day is the day of relationships, and in customer experience management, no relationship is more important than that of the customer and the brand. Whilst many companies strive to affirm just how much they value the individual – with employees often sporting sloganed uniforms reassuring customers that they’re ‘here for you’ or ‘here to […]

Nuisance calls: five things we need to know about answering machine detection

The spotlight is firmly on mitigation of nuisance calls right now says Justin Hamilton- Martin : Ofcom recently ruled that telemarketing companies must display their telephone numbers, while December saw an update from the Information Commissioner’s Office (ICO) and Ofcom update on their joint action plan to tackle nuisance calls and text messages. This month […]

Charity for the elderly accused in fuel overcharging row

E.ON and Age UK should refund pensioners who were overcharged for fuel under a scheme involving the charity, a member of a parliamentary energy committee has said. The charity earned £6m a year for encouraging thousands to sign up to special rate that was £245 higher than cheapest tariff The Conservative MP Dan Poulter said there […]

EMCAS warms to Ember to underpin compliance and its service to clients

Leading claims management company, EMCAS, has appointed customer management consultancy Ember Services to operate a managed analytics service across its 170-strong contact centre team to ensure compliance and service excellence for its clients. Ember’s Agent Analytics service will apply advanced speech analytics technology to monitor calls made by EMCAS’ UK contact centres and those of […]

Why personal values will be a measure of CRM success in 2016

Customer Relationship Management solutions are entrenched standards in today’s modern, enterprise ecosystem. Organisations and users have come to expect that their CRM system is a core part of day to day responsibilities and in many cases serve as a key system of truth regarding a wide variety of business metrics. Unfortunately, the value, impact, and […]