Top 12 CX chatbot mistakes
If you have implemented a chatbot solution in your business that hasn’t worked as intended, it’s probably for one of these reasons. Here are the most common chatbot mistakes ranked in reverse order.
Why digital transformation needs to focus on more than just digital
One of the impacts of Covid on the customer contact operations has been the rash of articles, studies, and blogs on the importance of digital transformation. Some talk about how…
Has Covid really driven digital transformation in customer contact operations?
During the pandemic there was a lot of talk about how Covid had accelerated digital transformation plans within UK customer contact operations. However, a glance at the available evidence shows…
Key CX challenges in the travel sector – and how to solve them
As the travel sector tries to recover lost ground post-Covid, it faces several significant customer experience challenges. Of all the industries affected by Covid, travel was perhaps the hardest hit. During…
Why your CX could be doomed to fail in 2022
While compiling an article on the major trends in 2022 for CX and contact centres, I realised there is really only one statistic that matters. Organisations that neglect it are…
Female friends in the women's department store shopping and looking at a purse amongst the accessories
Key consumer trends for contact centres and CX professionals in 2022
This article summarises the most significant consumer trends from a selection of leading recent CX trend reports. The aim is to give contact centre executives and CX leaders the main…
One woman, standing outdoors, using digital tablet.
Further growth following with Talkdesk partnership
Customer Touch Point has forged a new partnership with Talkdesk®, Inc., the global customer experience leader for customer-obsessed companies, which will see the North Wales based business resell Talkdesk contact centre solutions…
The Future of AI in the Contact Centre
The importance of artificial intelligence (AI) in meeting even minimum customer expectations is undeniable. While a wide majority of enterprises recognise this “AI imperative”
5 steps to improve your customer services accessibility
Ensuring the accessibility of customer services and contact centre operations is no easy task. Yet it’s vital to get this right for several reasons. So what is accessibility? Why is…
On-Demand Webinar: Accessibility in customer experience
Webinar Accessibility in Customer Services Webinar Title Goes Here Customer Touch Point was delighted to have hosted the recent UK CCF webinar on accessible customer services, where talked through…
