August 7, 2020
We share our Engage to Influence methodology - what is its and how to...
Blogs and Case Studies
Blogs and Case Studies
Blogs and Case Studies
Blogs and Case Studies
- July 30, 2020Case Study: helping a leading UK bank implement a new customer journey & IVR...
- July 6, 2020We share our concept of Instant Impact CX and how to embrace it in...
- June 19, 2020Here are some of the latest CX trends, against which we have provided you...
- May 29, 2020In our latest blog series, we’ve pulled together some of our top tips to...
- March 18, 2020With Coronavirus widespread, your contact centre is having to adapt ...
- November 7, 2019I travel around a lot with work and often stop to grab a coffee...
- September 25, 2019Situation: Constant negative NPS score when completing post interaction surveys by post. This...
- September 25, 2019Situation: Legal and General Home claims department were receiving customer complaints from customers who...
- March 5, 2019I tweeted a few nights ago having done some ‘life admin’, I was surprised...
- January 17, 2019Background Music is all around us, in pubs, hotels, restaurants, shops, airports, shopping centres,...
- January 2, 2019Having worked on a lot of projects with major brands in a wide variety...
- December 31, 2018A lot of customer contact operations are tasked with driving down cost and to...
- December 28, 2018I was working in a large financial services contact centre recently. I picked up...
- December 11, 2018Many companies say they offer omnichannel communications, through an internal omnichannel solution. What...
- October 29, 2018Why Do Customer Touch Points Matter So Much? We have designed hundreds of customer...
- September 17, 2018OK Google – play Absolute Radio. Alexa – add 15 avocados to my shopping...
- September 3, 2018Many businesses are looking for new ways to reduce the cost of customer contact...
- July 23, 2018Corporate Podcasts – we’re still all over them. In our last blog post we talked about...
- June 9, 2018What’s this then? We’re all ears… A Sonic logo is a short melodic tune...
- April 4, 2018How do you deliver messages to your customers? Chances are it hardly involves the...
- December 5, 2017My mobile broadband provider was hacked in November and I have not had a...
- November 2, 2017I heard this phrase yesterday in a discussion group on customer effort and its...
- November 1, 2017A major software and technology company could not complete enough self serve product activation...
- October 30, 2017I called my mobile phone provider today and was very quickly offered the chance...
- October 22, 2017I have noticed a big increase of people asking me to ‘give me a...
- October 20, 2017I read a stat this morning that said by the end on 2016, 40%...
- November 9, 2016There’s an interesting article in Which? Magazine this month, asking consumers what they like...
