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voice of the customer

CX: Voice Of The Customer: Are You Listening?

Chris Merricks, Director at CX Consultants, considers the needs and wants of customers and asks, are we listening to them?
login experience

Consumers would abandon online services with a poor login experience

Marc Power, regional vice president of UKI-MENA at Auth0, discusses what online services should take away from a recent YouGov report about consumers login experience.
quality data

Why organisations need to address data management

Chris Hyde, Global Head of Data Solutions at Validity, discusses how businesses can attain quality data to help further boost e-commerce and in-store sales success.
social responsibility of business

‘Capital has no responsibility toward humans or the planet’

Professor Boris Durisin discusses Milton Friedman’s claim that the social responsibility of business is to increase profits, and points to the prevalence of civic responsibilities.
online presence

The importance of a complete online presence for businesses

Terri Misters, Marketing Specialist at LCN, explores why businesses must consider all aspects of their online presence.
integrated digital services

Delivering modern and efficient integrated digital services

Rachel Felix, Digital Programme Manager, Chesterfield Borough Council, explores how to deliver modern and efficient integrated digital services.
customer engagement

Why public sector organisations need to offer boundless engagement

Steve Bell, VP EMEA Solutions Consulting, Verint Systems, explores how a new progressive mindset of customer engagement can empower public sector brands.
personalised customer experience

Delivering a personalised customer experience post-lockdown

Tech experts give their thoughts on how small businesses can utilise the goodwill felt towards them during lockdown and provide a personalised customer experience as we move further away from lockdowns.
customer centric service

Using customer centric service design to improve public sector services

"Let's build solutions that enable a vision for future generations and to show the world how great the UK is in providing outstanding customer service", says Simon Seymour-Perry, Country Managing Partner at Netcompany.
great customer experience

Great customer experience: Focus on the core issues

Great customer experience is more important than ever. Deliver it by focusing on the core issues, argues Chris Merricks from CX Consultants.
exceptional customer service

The art of delivering exceptional customer service in times of crisis

Joanna Swash, CEO of Moneypenny, shares how businesses can ensure that they deliver exceptional customer service during these unsettling times.
digital change, CRM,

Why the right CRM system is vital to driving digital change

Philip Mayling, CEO of BuddyCRM, discusses why the right Customer Relationship Management system (CRM) is vital to driving digital change 
reshape the economy

Reshaping the economy to put people first

Jane Aslanidis, Senior Manager at the Centre for Public Impact, discusses the urgent need to reshape the economy to put people first.
online visibility

How brands can leverage online visibility during a crisis

In this article Bogdan Marinescu, MD and Founder of Digital Trails, talks about the importance of online visibility during a period when most businesses are pivoting online and we are experiencing increased competition for brand and product share of voice.
Public service sector

Public service sector must embrace omnichannel tech to satisfy millennials

Valur Svansson, principal consultant at IP Integration, discusses why the public service sector must embrace tech and offer customers alternative methods of communication at a time when millennials are afraid of speaking over the phone.
digital transformation transition

Five steps to a successful digital transformation transition in 2020

Ben Revill, Business Consultant at Xpedition, highlights a five-step strategy that your organisation can follow in order to achieve a successful digital transformation transition and evolve with customer demands in 2020.
Customer rating review systems

Customer rating review systems and UKAS accreditation

Suzi Daley, External Affairs Manager at United Kingdom Accreditation Service (UKAS), focuses her thoughts on customer rating review systems online and UKAS accreditation in the health and social care system.
omnichannel retail challenges

Blockchain: A magic wand to omnichannel retail challenges?

Associate Professors Joline Uichanco, Stefanus Jasin and Debjit Roy offer their expertise to discuss how blockchain can be used to solve traceability, trust, and transparency challenges faced by omnichannel retailers.
voice biometric technology

How voice biometric technology is transforming modern contact centres

Tim Dunn, Commercial Director at ValidSoft discusses the benefits of deploying voice biometric technology and how it can transform modern call centres.
customer-centric

The evolution of local authorities: Transforming to become more customer-centric

Propelled by new technologies and changing consumer attitudes, local government as with many other public sector services is looking at ways to become more customer-centric. Yet what does this mean in practice and how exactly can it be achieved?.

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