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Handling Complaints: The Key to CX Success 

No matter how much time and effort you put into building the perfect customer service strategy, customers are unlikely to be perfectly happy, all the time! That’s why handling complaints correctly is so important, to limit any negative experiences.   Recently, a report from the BBC showed just how important this is, drawing attention to the […]

Riding the Wave of 2024: Top Customer Service Trends 

As we embark on a new year, it’s only natural to look ahead and consider what’s next in the rapidly evolving world of customer service. With customer expectations continuously on the rise, staying abreast of the latest trends is not just beneficial—it’s essential.  For customer service professionals looking to stay ahead of the curve, here […]

The Future of Retail: Navigating Customer Service and Outsourcing in 2024 

Retail, a sector that has always been on the move, is about to undergo even more significant changes. In this follow-up to our previous blog post on the top five retail trends, we explore how these developments could impact customer service and outsourcing.  Trend 1 In the age of omnichannel retail, the line between physical […]

How to avoid scary customer service 

Spooky season is here, so it’s only fitting we look into the ways in which we can help drive down those customer service horror stories!  Providing good customer service is vital to building a good reputation and loyal customer base. A recent study by Salesforce showed that 80% of customers consider their experience with a […]

Prepare for Customer Service Peaks with These Top Tips 

Black Friday is a phrase that elicits an immediate emotional response from virtually everyone that hears it. These two words can immediately send customers reaching for their wallets, but they also have a habit of creating tidal waves of pressure for business leaders and customer service reps.  The good news is that Black Friday represents […]

The Impact of Customer Experience on Customer Lifetime Value

It’s easy to see CX (Customer Experience) initiatives as a drain on customer resources. By the end of 2022, global CX technology spending is set to reach a value of 1 billion, with organizations investing in everything from CRM tools, to cloud-based contact centres and AI. If your budget is limited, you might assume allocating […]

Part 5: Collaborating with an Outsourcer (A Supplier’s Guide)

As the way customers engage with their utility suppliers and general purchasing behaviours change, the rise of the contact centre world is showing no signs of slowing. By 2027, the industry is expected to reach a value of $496 billion (Statistica), and in turn, demand for outsourcing contact centre services is due to grow.    With […]

Part 4: The Importance of Communicating Effectively with your Customers

Recently, customers have been worried and concerned around matters such as supplier of last resort processes and price increases, and it is during such times that communication is crucial. The changes have been confusing to those of us ingrained in the market, let alone the end-users, amplifying the importance of communicating effectively. Customer communication is […]

Part 3: Supporting Vulnerable Customers

There are a lot of challenges facing customers currently with the rising cost of living and the impact financial burdens have on mental wellbeing. That is why Ofgem’s directive – that the energy market ‘is accessible, inclusive, and responsive to the needs of all consumers, including those in vulnerable situations’ – is more imperative than […]

Part 2: Delivering Best in Class Customer Service

A big focus in Utilities, as in many industries, is the evolution of customer service offerings in a post-pandemic world. How have the customer expectations changed? Which communication channels are being used, and how effective are they? Moreover, where can innovation make life easier for providers and customers alike?   As stated by Five9, the intelligent […]

Part 1: Utilities & The Customer Experience

  The utility market has been experiencing unprecedented change; it is practically impossible to watch the news and not hear about the soaring energy prices and the knock-on effects on our economy and communities alike. The industry has a number of challenges to overcome in 2022, but that’s not to say that progress has not […]

Part Six – Collaboration and its Role in the Future of Retail 

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Modern Consumers Demand More   There has never been as much choice as there is today; the world of e-commerce has ballooned, which means that there are seemingly endless options at the click of a button. The pandemic has only accelerated this trend, and, as a result, some of the best-known brands globally have seen a […]

Part Five – UX: Data-Driven Like Never Before 

We undeniably live in a data-driven world. If you want to get ahead and retain customers, making the best use of the information at hand is vital. While many retail businesses have a wealth of data at their fingertips, ensuring that it is analysed and implemented is an ongoing process. Here, we look at some […]

Part Four – UX: Delivery and Returns 

Due to rising demand, HGV driver shortages, and more expectant customers than ever before, it’s evident that the ‘Amazon Generation’ are pushing the industry to new levels of transformation. So, what can we learn from consumers’ new habits post-pandemic, and how is that already impacting the UX regarding deliveries and returns?   The Rise of Digital […]

Part Three – What Next for the Accelerating World of E-Commerce?  

retail thought piece

The UK has the most advanced e-commerce market in all of Europe. This means that staying ahead of the game has never been more imperative; consumers expect a high level of service when buying products online. Consequently, retail businesses must work hard to deliver, literally…  Flexibility in Delivery and Returns   Perhaps one of the most […]

Part Two – A New Age for Customer Service in Retail 

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The UK high street has been a changing landscape for some time. Add in a pandemic, and you’ve got a recipe for potential disaster. Case in point, in May 2021, the British Retail Consortium reported a 77.8% year-on-year decline in footfall across the high street.   Since the COVID-19 outbreak began, many of the most beloved […]

Part One – A Window of Opportunity

As we see the easing of Covid restrictions across the UK and a sense of normality return, we felt this was the time to look at how retail has had to adjust and what we might see moving forwards. Many retailers have had to quickly adapt to new forms of digital engagement and improve their […]