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…
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…
How to improve accessibility and inclusion in customer experience
This article was first published for Tech UK, in April 2021.It’s long been acknowledged that customer service departments don’t always perform well when it comes to accessibility and this reduces inclusion –…
5 steps to intelligent automation
This article was originally posted on techUK and is based on the Intelligent Automation: Transforming Operations and Customers Interactions in Financial Services event. It will look at what intelligent automation is, why it’s…
Improving Accessibility in Customer Service
Improving accessibility in customer service will benefit your business commercially. Read on to find out how.Whilst businesses don’t go out of their way to make services inaccessible for consumers, the…
