Customer experience

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 […]

The importance of an omnichannel customer experience

The world is a busy place. Customers are now faced with a plethora of options when it comes to making contact with a brand. They can send an enquiring tweet, or a direct message on Facebook, or contact the company via telephone, or even meet one of its employees on the shop floor. Customers expect […]

TalkTalk losing customers hand over fist – and penalising them too

TalkTalk has lost 7 per cent of its existing customers in the fourth quarter of 2015 following the data hack in October, according to research from Kantar Worldpanel ComTech. Imran Choudhary, consumer insight director at Kantar Worldpanel, said: “Customers have lost faith in TalkTalk as a trustworthy brand. “TalkTalk continues to offer some of the […]

Customer Experience Best Practice: Why is the UK being outperformed by the US?

The UK boasts some exceptional brands in the Customer Experience Excellence rankings. Companies such as first direct, Skipton Building Society and American Express dominate the top 10, with exceptional scores across The Six PillarsTM. Yet on a global scale, the competition is tough; brands in the United States have truly mastered the art of customer […]