The North of England’s gas distributor, Northern Gas Networks (NGN), scooped three awards at this year’s International Customer Experience Awards, in recognition of its world-class standards for customer service and cultural transformation. NGN beat stiff competition to win Gold for Business Change or Transformation, Silver for Customer-Centric Culture – Transformation and Bronze for the Best [...]
In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service..
The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning..
Bots, and the underlying AI that drives them have become increasingly popular in many Customer Experience and contact center circles and for good reason..
The story of what happened when one single dissatisfied customer went out of his way to tell the world about his bad experience..
Customer experience can be one of the most crucial aspects of a corporation since it is one of the few direct gateways between the brand and the customer..
When companies spend time ensuring their employees are engaged, the results speak for themselves..
The role of the Customer Service agent is expanding as organisations realise their contact centre houses valuable skills that can be utilised across the business..
Despite the power of artificial intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman at EBI.AI outlines the 5 most common mistakes..
Utilita has recruited a digital ‘workforce’ to relieve their human counterparts of laborious, time-consuming tasks and make the business more efficient..
More than half of small and medium enterprises (SMEs) in the UK have changed CRM supplier according to the State of the CRM Market 2019 Report from Workbooks..
Louise Robertson, Global Marketing Director at Localz, examines the impact of the ‘IConomy’ on the customer experience..
To deliver the best Face-to-Face service you must think like a customer. Put yourself in their shoes and consider how you would feel being served by you..
Welcome to the new era of customer experience intelligence where the very best of human talents and activities combine with contextual, predictive customer analytics..
Leading housebuilder Redrow was awarded the highly coveted Social Customer Service Team of the Year title at the 2019 UKCCF Awards. The annual awards, held by the UK Contact Centre Forum (UKCCF), aim to recognise individuals, teams and company best practice amongst the 6,000+ contact centres based across the UK, rewarding innovation, teamwork, employee engagement, [...]
Retailers are now recognizing the importance of business outcomes and delivering outstanding customer experience. Dr John Bates, CEO at Eggplant explains..
Ever wondered how you can use AI to improve engagement and satisfaction? Or maybe you’d love to gain more insights into your customers’ behavior? Learn more..
When it comes to providing a seamless customer experience, the best place to start is with communications..
In the final blog of the series, Samantha Saunders hands over to Rob Stefanovic to share an example of how cooperation between partners can help build trust and recognition..
