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Category: customer experience

“Get the Balance Right” – Why Businesses Must Map the Customer Journey before they Roll-out New Channels

Recent research from Contact Babel has uncovered that traditional telephony-based interactions are on the decline. The analyst’s recent “The Inner Circle Guide to Omnichannel” report…

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Putting Customers First in the New Digital World – How Firstline Workers Can Help Make it Happen

The move to digital is an urgent priority for business leaders as they strive to drive operational efficiencies and competitive edge. But for those working…

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Trust, Communication, and Consistency – Recipe for Increasing a Bank’s Customer Engagement

While each bank may offer different financial products that set them apart from other regional locations and megabanks, the ability to create a personal and…

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“Striking the Right Balance between Automated and Manned” – The Big Conundrum of Customer Service Today

Most businesses have accepted that digital customer service represents the way forward. It is happening, whether they like it or not.  What many organisations are…

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