Customer experience

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 […]

Three in four customers feel powerless in the face of poor customer service

The UK has become a nation of ‘silent sufferers’, receiving poor service from the companies they depend on – including banks, phone, energy and insurance companies – but have given up complaining because they no longer believe their voices will be heard. The study comes from the Centre for Economics and Business Research (Cebr), and […]

Should our customers really be paying more for better service?

New research finds that media, telecoms and technology brands are still failing to make a meaningful connection with their customers. Is it time for consumers to change the game by paying for a more dedicated service? asks Nancy Collins in an exclusive article for Engage Business Media Poor customer service is a lot more that […]

Vendors partner to bring powerful predictive analytics to customer experience

Vendors InMoment and RapidMiner  are entering into a partnership that combines InMoment’s Voice of the Customer (VoC) solution with RapidMiner’s Predictive Analytics Platform to generate powerful and actionable customer and business insights. Organisations are challenged with the amount of data generated and the hidden gems that can be found within. Having access to the insights […]

Ten top tips for improving your customer experience strategy

The core principle of value marketing is to put the customer at the heart of the business says Nick Hague. To do this, organisations must listen to the voice of the customer, which requires a comprehensive understanding of their needs and experiences through every touchpoint they have with the business. There insights must be gathered […]