Written by Joyce Gordon, Head of Generative AI, Amperity In the customer experience landscape, the fervour surrounding generative AI has reached a crescendo. However, for many consumer brands, the divide between expectations and reality looms large. […]
CSAT is short for ‘customer satisfaction’ and is a key performance indicator that tracks how satisfied customers are with your organisation’s products and/or services. Often retailers or professional service businesses send through an online form […]
A NEWLY formed creative dispute resolution service has vowed to hold the biggest businesses and organisations to account on behalf of “underdog consumers”. Right Against Might is about social justice for everyone and taking on “David […]
Leading outsourced communications provider Moneypenny has launched a new bespoke service for businesses, which sees its award-winning employees working as a full outsourced customer service team operating within their clients’ systems, as if sitting within […]
The world’s leading luxury department store, Harrods, has completed of an ambitious 18-month project, led by KPS, to elevate customer experiences by streamlining their journeys both online and offline. Among the benefits are improved customer […]
Quite rightly environmental, social and governance (ESG) concerns have been moving up the business agenda in recent years, with recent energy price increases being one example where there can be a financial benefit to adopting […]
Infinity, the global call intelligence and speech analytics platform, today reveals that Infinity’s data sees significant year on year spikes in call volumes to retailers using its platform relating to customer service during Black Friday […]
Written by Nick Watson, VP Client Success EMEA, Cheetah Digital Whether due to the rise of e-commerce, the disruptions of the pandemic or other factors specific to a given industry, the old patterns of consumer behaviour […]
A guide has been launched to help businesses put empathy at the heart of customer care practices and ensure that clients and customers benefit from the power of human connection. Moneypenny, the leading outsourced communications […]
60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research Crawley, UK, March 22, 2022 – […]
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