Let’s get serious about engagement
Organisations have to fight hard to retain existing customers and attract new ones. With more…
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Customer Experience
Social Media Will Punish You for Poor Customer Service
Today I saw the following post in Facebook from one of my friends. Ouch! ALL CAPS! This person…
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How to build the experiences your customers want
Alan Thorpe, Managing Director of Bray Leino Yucca, explains that the ability to rapidly innovate…
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Steps to avoid a digital disconnect
The new breed of always-on, 24-7 digital consumer has been a focus of interest for…
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Digital Transformation Starts with Customer Experience
I attended the interview with Nick Drake, Senior Vice President, Direct to Consumer at T-Mobile…
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Generation Z and Higher Education
Generation Z expects seamless experiences or they increasingly switch off. This is a specific challenge…
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Segments and the need to focus on empathy to improve user experience
I was reading a feature on Akshay Kothari, head of LinkedIn India, where he talks of…
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Journey Science in Telecom: Take Customer Experience to the Next Level
Journey Science, being derived from connected data from different customer activities, has become pivotal for…
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5 Ways to Boost TRUST in Your Trades Services Business.
With so many Trades Services companies offering more or less the same services, what chance…
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Why delivering customer service excellence is no longer a choice
The always-on, 24-7 world means today’s enterprises have many more touchpoints across the customer life-cycle.…
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Can telcos compete with OTT providers on customer experience?
Can telcos ever get customer experience right, or is their culture driving them to commoditization?…
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Contact Center Perspectives (27th January, 2016)
So what’s in store for the call center industry in 2016? What are the top…
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