by user | Dec 21, 2022 | Customer Engagement
It’s a maxim as old as business itself: in order to succeed, you must first know your customer. With the data analytics and customer experience analytics technologies available to modern organisations, we’ve never had such a clear and deep insight into who the...
by user | Dec 21, 2022 | Business Solutions, Contact Centre
Whatever your industry landscape, the question of how to reduce business costs is one that every organisation must face at some time. Although simple to ask, it can be a tricky one to answer: your business cannot afford to compromise on product/service quality, yet at...
by user | Dec 21, 2022 | Contact Centre, Customer Engagement
By now, a single-stream consumer experience may as well be stone age technology. It was once possible for companies to deliver an entire, end-to-end brand experience – including every customer touchpoint – in one (or, at most, a few) communication stream:...
by user | Nov 25, 2022 | Contact Centre, Customer Engagement
At a core level, what does the customer experience (CX) mean for your organisation? Is it the way your marketing and customer service team deliver an omnichannel personalised experience? A measure of the technology implemented to overcome organisational silos and...
by user | Nov 25, 2022 | Contact Centre
Both a popular buzzword in communication services, and an essential driver of customer retention, you might be surprised to learn that the concept of ‘the customer experience’ (CX) stretches all the way back to 1994 (Engineering Customer Experiences, Lewis Carbone)....