News

Voice of the Customer

Highlights of the April 2014 issue include:

 

News   

British Airways is Consumer Superbrand of The Year. Outsourcing on brink as customer expectations shift. Online retailers are still failing to support customers. Employees spending more as BYOD gains ground

 

Cover Story – how your company culture can wow your customers

The virtuous circle that links employee engagement, customer engagement performance and profitability is a well recognised one – but just how do we bring that circle to life. It’s all down to establishing and engendering top down company culture says Jane Sparrow

 

The Big Interview – how Nunwood is committed to customer experience excellence

Nunwood is utterly focussed on customer experience and has developed its Customer Experience Excellence Centre (CEEC) to help deliver on its vision to help create brilliant customer experiences. To find out more Engage Customer spoke to David Conway Chief Strategy Officer at Nunwood

 

How gamification improves contact centre performance

Scott Buchanan looks at how gamification is being increasingly used by organisations to engage their employees and their customers

 

So what makes a good digital customer experience?

 Derek Eccleston looks at the challenges provided by digital technologies to organisations looking to provide a consistent customer experience across channels

 

Contact centre where the phone is the last resort 

Dirk Jan Dorkman is creating what he describes as a ‘customer engagement centre’ that supports self-service interactions and where the phone becomes the channel of last resort

How to understand tomorrow’s customer today

David Moody examines some key customer service technology trends that will help organisations get to grips with tomorrow’s customer today

 

Putting CX Economics in the driving seat

 

Karine Del Moro examines the rising stock of the Customer Experience sector and how it is emerging from being siloed to take centre stage in the overarching customer strategy of organisations

 

Voice of the Customer – essential practices to drive transformation

 

Jeremy Cox principal analyst customer engagement practice at Ovum gives us an exclusive preview on how Voice of the Customer programmes can drive transformation ahead of a detailed report from the analyst

The final word – outsourcing your call centre? Don’t do it! 

Colin Shaw has strong views about the pros – or rather the cons –  of contact centre outsourcing and tells us why

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