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….
Turning Customer Focus Into Success
Every morning you’ve got to wake up with a healthy fear that the world is changing, and a conviction that, to win, you have to change faster and be more agile than anyone else.”
3PL Consolidation: What Does It Mean?
From 2008 until 2014, there were relatively few large scale acquisitions, but the pendulum sure has swung mightily the other way.
The post 3PL Consolidation: What Does It Mean?
Riding the Omni-Channel Tsumani
Today’s customer journey can start in any one channel and proceed through many others; such as social media, web chat, text, email, and/or the telephone. The term Omni-Channel is used to describe the new standards for companies trying to provide a seamless customer experiences across multiple channels and devices including telephones, tablets and or PC/laptops.
Smart Contact Solutions – The Future
I thought I’d do a short blog today on something that has it’s roots in the fundamental drivers of Service Change in the UK, and globally. Namely how critical it is now to build Brand Empathy with Customers through your Colleagues. In my view the only time you don’t need to do this (although even in these rare cases, your colleagues won’t thank you for it, as you’ll just be making life so much less enjoyable for them) is if you exist in a monopoly market.
‘Conquering the Omnichannel Challenge’
A recent SupplyChainDigest presentation by JDA Software VP Vali Fayen, IBM Commerce’s Janet Wall and supply chain guru Dan Gilmore, titled “Conquering the Omnichannel Challenge,” was truly eye-opening.
[Webinar] Is Your Business Ready for Omnichannel?
Global consumers are not merely just increasing their use of mobile telephones, they are doing so via smarter devices, whether they be smart phones, tablets or hybrid devices. According to recent research,Tapping Into Mobile eCommerce 2014, the projections for smartphone spending will more than double and tablet device spending will more than quadruple by 2017.
Customer Behavior Is Changing. You Can Keep Up!
There are currently over 1 billion smart phone users on the planet and they are changing the shopping experience in powerful ways. Omnichannel refers to a consistent consumer shopping experience, regardless of where one chooses to buy, in the store, via the web or more and more, in combination. Whether it’s a PC, tablet, smart […]
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5 Pressure Points faced by Contact Centre Leaders
Trends impacting Customer Contact Centre Leaders today: So in my blog last week (consumer trends) I highlighted the trends that are impacting customer behaviours today which are: Personalised customer interactions Multi channel everything Fast increasing customer expectations A shift from one size fits all The rise of influencers With this as the backdrop and ever … Continue reading →
It’s the Age of the Customer
On February 10, 2015, the WSJ Journal Report CIO NETWORK section had a number of interesting interviews with executives.
George F. Colony, chairman and chief executive of Forrester Research Inc. had this to share: “We’re in what we call ‘the Age of the Customer’, where the customer is now using technology to price precisely, to be able to critique your products precisely and publicly.”
