Blog

Using Big Data to personalise the customer experience

Once you understand the significance of key stages of the customer lifecycle, it’s important to understand the individual journeys that customers take.

An enormous amount of data exists about customers – who they are, where they live, how they’ve transacted in the past, their preferences, likes/dislikes, service history (across every single customer touch-point), real-time online activities and a lot more besides.

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Close the Context Gap – Don’t make customers repeat themselves

In their 1999 book ‘Future Living in a Participatory Way’, Laurence Claeys and Johan Criel defined the Context Gap as “the gap between what technologies can measure and calculate from sensor data or other types of electronic information and the complex, individually-perceived context in a user’s environment”.

More recently, it’s a term that’s started to be used in the customer contact world to describe the gap that exists when a customer jumps between ‘customer self-service’ and ‘live agent service’ within a single interaction.

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Holistic Conversation Management – What it really means!

Not only do customers get frustrated when they have to repeat information entered into self-service systems to live agents, they also get highly agitated when having to repeat information when a single customer conversation involves the use of multiple communications channels.=

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Take control of relationships – throughout the entire customer lifecycle!

A lot has been written about understanding the end-to-end Customer Experience and about Customer Journey Mapping. However, knowing detailed information about customers and their journeys is one thing. Knowing what to do with it is something quite different.

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Six strategies to deliver more personal contact centre experiences

As consumers, we’re frequently faced with the choice between ‘standard’ and ‘personal’ service.

A clothes shop, for example, will sell you an off-the-peg outfit. But if you want one that both fits like a glove and has the style, colour and cut to match your personal taste, visit a bespoke tailoring service. Likewise, you can get a coffee at any cafe or restaurant. However, if you want a coffee tailored to your exact tastes and with a coffee art topping to go, visit a trained barista.

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The importance of the agent desktop

Creating and managing great customer relationships has always been difficult but in today’s fast-paced and digitally connected world it has become even harder.

Modern customers now have very high service expectations. Not only do they expect to routinely use a variety of devices and multiple communications channels but they also demand rapid, accurate answers and are intolerant of delay.

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3 news items you may have missed in June

With June coming to its end, it may be worthwhile to do a quick summary of the news items we shared during this month.

1. How do you turn a customer dialogue into a meaningful conversation?

Your contact centre probably handles thousands of customer interactions, or dialogues, every day. But each dialogue is probably only a small part of the conversation you have with that customer over multiple channels, and over a period of time. Click here to read the full article.

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How do you turn a customer dialogue into a meaningful conversation?

Your contact centre probably handles thousands of customer interactions, or dialogues, every day. But each dialogue is probably only a small part of the conversation you have with that customer over multiple channels, and over a period of time.

Facebooktwittergoogle_plusredditpinterestlinkedinmailby feather
Read more