With the contact centre space providing a significant, growing opportunity for customer experience, it is these touch points that provide a powerful tool to transform the success of a brand in today’s digital world where customers expect responses 24x7x365. For this reason, we’ve gathered experts in the field from an array of world-class organisations who have already successfully transformed engagement, and they’re excited to help you do the same.
Contact centres are at a tipping point. Rapid advances in customer and employee facing technology have created a digital world in which contact centres have to adapt and change if they are to successfully deliver a consistent and joined-up customer experience across the customer journey.
Mike Ashley has called for a new tax on online retailers to help revive ailing town centres. The Sports Direct owner told MPs that the “internet is killing the High Street”. His answer is taxing all retailers that make more than 20% of their turnover online – and not just online-only operators. Mr Ashley said […]
Greater powers given to HMRC to tackle tax avoidance and evasion are undermining the rule of law and justice, warns a House of Lords report. The Economic Affairs Committee said HMRC has been granted some broad, disproportionate powers without effective taxpayer safeguards. High penalties, designed to deter taxpayers from appealing, are a tax on justice, […]
The boss of the UK’s largest funeral provider, the Co-Op Group, has admitted the industry has taken advantage of people’s grief in the past. Steve Murrells said price wasn’t on the agenda for people arranging a funeral – which created “the wrong behaviour in the industry”. Last week, the Competition and Markets Authority (CMA) launched […]
Transport Secretary Chris Grayling should have been more proactive in preventing this year’s train timetable chaos, according to MPs. In a scathing report on May’s timetable changes, the transport select committee said “genuine change” was needed to restore trust in the railways. Although Mr Grayling had not been fully informed, this could not absolve him […]
Leading insight agency and CX specialist Kantar TNS has agreed a new partnership with Bupa UK worth £2.5 million to support the healthcare specialist develop its customer experience (CX) programme. The four-year contract will see Kantar TNS working across Bupa UK’s insurance, health services (wellness centres, health clinics, Bupa Cromwell Hospital), care services (care homes […]
By Claire Sporton, SVP, Customer Experience Innovation, Confirmit Did you stick to your 2018 new year’s resolutions? Did you actually use the gym membership? Learn to speak Italian? Start your own organic hand-woven yoghurt business in Aberystwyth? No, probably not. No matter, though, we’re at that time of year again where we start pondering the […]
Royal Mail reveals the top ten areas where shoppers made the most online purchases over Cyber Week this year. Bargain hunters in East London top the list of the UK’s most prolific shoppers in the UK’s biggest cyber shopping event, followed by Kirkwall, Llandrindod Wells and North West London. East London tops the London list, […]
As millions start their Christmas shopping online, there’s a warning that consumers may need to have a mobile phone, and a decent signal, to make sure their transactions go through. UK banks are starting to introduce a new layer of security, involving passwords sent to your mobile phone. That could be a problem for hundreds […]
New research has shed fresh light onto the way customers prefer to receive correspondence from their suppliers, confirming the value of functional communications in building customer relationships and revealing changing consumer expectations as technology evolves. The survey of 2000 consumers was conducted by OnePoll on behalf of outsourced communications provider Opus Trust Marketing. It uniquely focuses on account-related communications […]
The records of 500 million customers of the hotel group Marriott International have been involved in a data breach. The hotel chain said the guest reservation database of its Starwood division had been compromised by an unauthorised party. It said an internal investigation found an attacker had been able to access the Starwood network since […]
