On a bright sunny morning, CCA Global held their annual MBA day for customer service and engagement leaders at RBS site in Gogaburn, Edinburgh. Hosted by Kaye Adams, who normally appears on our TV screens in Loose Woman, Kaye asked the audience and presenters about the biggest challenges in terms of customer service delivery today….
Contact Center Challenges Due To Changes in Customer Behaviour
As we transition from the Age of Information, or the internet of things and move into the Age of Engagement, have the challenges we faced on along the way changed? have they stayed the same? Or are they just getting harder?
Having run some of the largest contact centres in the UK, whilst some of the demand/contacts may have reduced as customers are doing it for themselves, such as basic queries or just checking on things, the challenges from the past 10 years are still prevalent with new trends emerging.
Differentiated customer experiences require differentiated thinking
Organisations waste time, money and effort if their approach to creating differentiated experiences is based on the very undifferentiated “Let’s walk a mile in our customers’ shoes”. Inspiration for better and more valuable experiences comes from those who experience things differently. When teams set out to map customer journeys there’s often a familiar reminder […]
Creating the Right Customer Experience is All About Leading By Example
To have any credibility when talking with others about how ‘customer experience’ can improve a business, it’s an obvious understatement to say that leading by example – understanding their issues and what they value – is imperative…
For improving customer experiences I’d rather have Right Data than Big Data
On my first day of my first proper job in the UK they called me “New York”. Not because I was energetic, intriguing or that I never slept but because, when it took me a while to understand what was apparently an hilarious corporate joke, I was – in their words – “five hours behind”. And many […]
Would changing the name from Customer Experience to Customer Memories make us better prepared?
We have Customer Service; it’s what companies do to or for their customers. We have Customer Experience; you could say it’s what it’s really like to be on the receiving end of the service. Done the right way though, understanding all that gives us powerful information. Yet there is also a risk that our focus…
Whose role is it anyway? The organisational side of Customer Experience
The philosophy behind customer experience has been around since cavemen first traded a club for a spear. It was simple then, as it is now. If you didn’t like who you were buying from or you felt they were getting more out of it than you, you’d probably get your own back by inventing the […]
Customer experiences highlight the danger of businesses taking relationships for granted
The sage advice “Don’t bite the hand that feeds you” needs no introduction but it clearly infers that one party is more needy than the other. It’s a sentiment that’s always been true in a commercial context since the earliest days of trading. In today’s world though, while the business side is becoming increasingly reliant, the experience they […]
Customer Experience at the Board table: a voice, a vote or a veto?
Everyone seems agreed that, like the complaints department, in theory the real aim of an in-house customer experience team should be to do itself out of a role. I say that because if every decision made by an organisation strikes the right balance between what its customers value and what drives the corporate value, then […]
The Omni-Channel Experience, shaken or stirred: right concept, wrong name?
Any time, any place anywhere – it’s the right one. Who knew that the now decades-old yet iconic Martini ad campaign was forming the basis of what is now tagged as the Omni-channel experience. The concept is exercising many brains right now. We know that in an ideal world we need to give an easy, […]
