Listen to our two part podcast with Adrian Swinscoe customer service and experience advisor, speaker, workshop and masterclass leader, and aspirant punk at Punk CX ……..talk about NOW, and how Businesses are reacting to COVID19. We talk about what great CX looks like in the time of a crisis and how it starts with empathy, what needs to be communicated, the frequency, and what channels of communication should be used?
Business Continuity for Your Customer Experience There are any number of ways in which your business can be disrupted. Fire, cyberattack, a natural disaster and most recently, coronavirus (COVID-19). But whatever is having implications for business continuity, business disruption often strikes unexpectedly leaving little time for planning. This is why it is crucial to have […]
A well-conceived and executed customer loyalty program can build loyalty, boost brand advocacy and even increase average spend – so why are so many companies failing to deliver?
The companies that will benefit most from the exponential growth in customer data will be those that go beyond compliance and communicate with authenticity, transparency and consistency. With a number of new data protection and privacy laws on the horizon in the U.S. and beyond, organisations may be planning on making 2020 the year of […]
2019 was a big year for big data, big technological ideas and a bigger focus on applying the right metrics to customer experience. Our annual analysis of the Sitel blog shows that the industries and business sectors most popular with our readers over the course of the past 12 months are retail, health insurance, utilities […]
With the right self-service strategy and solutions in place, organisations can reduce both live interactions and cost, yet still improve their customer experience.