Is Your Digital Customer Experience Disappointing?
November 9th, 2018 Posted by Steve Fitzgerald Customer Experience, Customer Loyalty, Mobility, Multi Channel84% of digital experiences fall short of customer expectations. Do yours?
Posts in Multi Channel
96% of consumers say Customer Service influences their brand choice and loyalty
January 19th, 2018 Posted by Steve Fitzgerald Customer Experience, Mobility, Multi ChannelMicrosoft’s 2017 State Of Global Customer Service Report reveals the survey results of 5000 consumers in five countries, and the implications for Contact Centres.
What are customers expecting from Contact Centres in 2018?
December 21st, 2017 Posted by Steve Fitzgerald Customer Experience, Mobility, Multi Channel, Self ServiceThe closing of 2017 is the perfect time to reflect on evolving customer needs, and the impact for Contact Centres next year and beyond.
Follow the Money, It Leads to Chatbots
November 17th, 2017 Posted by Steve Fitzgerald Customer Experience, Multi Channel, TechnologyWith the imminent arrival of Amazon in Australia, chatbot technology could significantly help local retailers stand up to the retail giant. Here’s how.
The “New Normal” for Contact Centres and Business Operations
July 14th, 2017 Posted by Steve Fitzgerald Customer Experience, Contact Centre Management, Mobility, Multi ChannelContact Centres need to adapt to the new “normal” way of doing business, or face losing customers. Normal now, is very different to 5 years ago.
Using Webchat Effectively in Contact Centres
May 25th, 2017 Posted by Steve Fitzgerald Multi Channel, Contact Centre Management, Customer ExperienceIf you’ve not yet fully embraced webchat in your contact centre, it’s time to take it seriously. 7 tips for effective management.
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