See the evolving world of technology through our eyes. Here we try to educate, provoke thought and invite your comments.
As the dust settles over the post-Peak and January Sales battlefield, customer service will continue to fight a rearguard action to close outstanding issues such as returns, credits and fulfilment.Continue Reading
Despite what Amazon, DPD and countless other organisations tell you, Santa really does have the biggest distribution challenge of all on Christmas Eve.Continue Reading
As consumers, we share more data than ever. Because of this, we expect a personalised experience when we go online, enter a store or reach out to customer support with a question, query or issue.Continue Reading
In an attempt at improving the level of home connectivity, I determined that today was the day that I was going to sign up to BT Infinity. So I naturally visited their website to see what packages were available to me.Continue Reading
Despite record UK sales of £1.1 billion on Black Friday 2015, British shoppers were much less satisfied with retail customer service compared to the previous year.Continue Reading
How often do you listen to what your customers are saying to you? And I’m not talking about focus groups or questionnaires.Continue Reading
As shoppers, we hold retailers responsible for our experiences, good or bad. And if they fail in any area, we are more than ready to shout from social media rooftops or offer up our patronage to a competitor.Continue Reading
As M&S continue to film it’s Christmas epic ad in Islington this month, I can’t help wondering how much cash is being invested in making sure the customer experience matches the fantasy that will play out on our screens during breaks in the X-Factor, late Autumn.Continue Reading
According to a recent Daily Mail article, over £25m is paid out annually for train delays.Continue Reading
To what lengths should you go to win the hearts and minds of customers? Reading the Evening Standard on Tuesday night, I came across a story about RSVP Media who staff their contact centre with ‘resting’ actors. Their ethos is that ‘if you can learn Hamlet, you can talk to customers about anything’.Continue Reading
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