Since the pandemic, most contact centres have implemented a hybrid working model. And according to research by Observe.ai, the majority (54%) envisage they’ll continue to operate on a hybrid model in future. Embracing a hybrid work model delivers a range of benefits for contact centres. The improved agility makes it easy to add additional agents to …
Delivering a great customer experience is hard. There are so many factors that go into creating a great customer experience including strategy, culture, processes, technology and organisational structure. Customer expectations are constantly rising – and what’s seen as exceptional service today, may not be the exceptional service of tomorrow. Businesses need to keep innovating and improving their service, …
Many CX leaders and executives have diverse backgrounds that encompass a variety of job roles across multiple industries. Such leaders have a deep understanding of how CX impacts or connects with all areas of the business. Mark Atterby, CXFocus Editor, speaks to one such CX leader, Jodie Fielding who is currently Chief Delivery Officer at …
Organisations are using conversational AI to relieve the pressure on their contact centres while at the same time aiming to improve productivity and service levels. In the past, the performance of chatbots has been somewhat poor and the results disappointing. In recent years, however, AI technology has come a long way and some organisations at …
Personalisation today is everything, with most consumers expecting to be recognised and known over the course of each interaction and experience they have with a brand. This has been further accelerated as a result of the pandemic, with most organisations having to shift all of their operations and services online. Convenience has become the new …
Exceptional CX is the foundation of business. This statement holds more merit now than ever due to the COVID-19 crisis. Almost overnight, consumers were pushed to change their daily routines, consumption patterns and how they interacted with brands. It became crucial for companies to keep a real-time pulse on changing customer preferences and redesigning their …
It has become accepted wisdom in the CX community for brands to delight or ‘wow’ their customers. But the truth is, delighting your customers may not necessarily build loyalty or raise revenue. That’s not to say that the effort to delight is useless but you need to get a few things right first. David Lucy, …
Providing customers with a connected and frictionless experience requires a full understanding of the end-to-end customer journey. Where does it start, where does it end, and what happens along the way? What are the customers’ goals, needs, and pain points at each stage of that journey? The customer journey is the complete sum of experiences that …
Rod has a fifteen plus year career working for a variety of mid-tier and large global organisations, designing, and implementing customer experience (CX) strategies. Recently, he co-founded Humind – a new CX design and consultancy collective, aimed at helping organisations to discover, design, and deliver experiences with the human in mind. In this interview, Rod …
Customers use a variety of channels to interact with organisations to purchase the goods and services they want. They expect their experience when dealing with a brand to be seamless and personalised to their needs. The biggest challenges brands face in delivering seamless omnichannel customer experiences are internal silos and disconnected customer journeys, according to …