Investing in customer experience pays off. That’s the overwhelming conclusion drawn by Forrester’s 2016 Customer Experience Index, which found that CX leaders grow faster, make more money and attract more customers than CX laggards. Consumer preference for positive experiences is also reflected in purchase trends; more people are drawn towards spending money on holidays than […]Read the full article...
Category: Blog. Posted on Wednesday, June 29th, 2016 by leslie-mcardle
The best companies succeed by establishing a team devoted to handling omnichannel requests. We outline the importance of creating an omnichannel team in our latest whitepaper, simplifying the process down to five steps. If you follow these steps, you’ll be placing your company on the path to success.Read the full article...
Category: Blog. Posted on Friday, April 22nd, 2016 by leslie-mcardle
Telcos are some of the most innovative businesses in the world but they aren’t equipped for omnichannel customer service. That’s the conclusion of our latest research paper, ‘The Illusion of Digital Success in the Telecommunications Industry’Read the full article...
Category: Blog. Posted on Wednesday, February 10th, 2016 by leslie-mcardle
The UK insurance industry is suffering from a major crisis of confidence. Multiple reports have all come to the same conclusion: consumers aren’t happy with the service that their insurers are providing.Read the full article...
Category: Blog. Posted on Wednesday, January 20th, 2016 by leslie-mcardle
Only 29% of global customers are satisfied with the services of their insurance providers (Capgemini). This is a problem. This is particularly a problem for the industry’s ‘old guard’ who are trying to stave off competition from retailers, e-commerce giants and other new-comers whose more openly customer-first approach is paying off.Read the full article...