08 April 2019

Improving CX through the Contact Centre

This blog will advise you how to improve customers’ experiences with a strategic Voice of the Customer programme in place.

17 October 2018

How to Respond to Customer Comments: the Good, the Bad & the Ugly

Consumer Generated Content and digital reviews are having a serious effect on businesses, with 90% of customers reading online reviews before deciding to make a purchase. While your business cannot control what customers are saying about you on the Internet, you can control the narrative.

12 October 2018

The Top Five Reasons CX Programmes Can Fail

Introducing a CX programme to a business is a huge commitment requiring ample financial backing and effort. The failure rate of IT-enabled business initiatives is 60%, but if you consider the following points, your CX programme doesn’t need to be part of this statistic.

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