A short trip home to Northern Ireland is never dull. Back in Derry / Londonderry, besides the fun, a jaunt across the invisible border means the deliberations on the future of the UK/EU relationship are hard to ignore. But what does it mean to the CX management industry? As locals would say, do brands need …
Catch Yourself On! Brands, CX Management and the Future. Read More »
The Retail Bulletin held its 9th annual Customer Engagement Summit yesterday.What has been clear from recent conferences, and the TRB CE Summit was no different, we have moved into a space somewhere between the ‘trough of disillusionment and the plateau of reality’ where technology is concerned. Gone were the demos, the new acronyms and the …
Since lockdown, it’s been easy to mythologise ‘normal’ as if the markets and economies generally were taking full advantage of what 21st century CX had to offer.Many people in fact, were simply coping in their different ways, with internal struggles, professionally and personally, with tech trends and acronyms – from AI to IVA, NPS to …
Normal Sucked. Let’s Make Sure New Normal Doesn’t. Read More »
COVID is with us now and into the foreseeable. Retailers with an active or soon to be active ecommerce solution and strategy can best support their ROI by running a great customer management operation handling voice and non-voice channels. Supported by dynamic, analytical insights and operationalized sales through service initiatives, the customer management team effectively …
Retail’s New Foot Fall: The Customer Service Team Read More »
Ten years ago, my professional freelance life in CX BPO felt very much the same as it does today – post pandemic discussions on the effective role of customer contact outsourcing, and debates on the use of technology to allow customers to self-serve.The outputs in 2011 following the industry’s response to the H1N1 pandemic resulted …
I recently gave a talk at the UK Contact Centre Leaders Convention titled Understanding the Customer of the Future.I began by asking the question – are you really the same customer as you were in 2019? Or in 2020? I pointed out that even something as obvious as upgrading your mobile phone to one with …