August 2, 2017

The App Analysis: Worth the Investment or Over-Hyped?

Should you create an app or are you better off investing in other customer engagement channels? Read our analysis.
July 28, 2017

Call Deflection – Your Biggest Missed Opportunity?

Do your customers want (or need) to call you? This question is what call deflection is all about. The term refers to ways of reducing inbound calls by encouraging customers to get in touch using other channels, many of which allow them to self-service. In other words, call deflection is about offering a better customer experience while reducing the burden on your contact centre.
July 27, 2017

Looking out across the vendor landscape – where we sit in the market

It’s fair to say our company has achieved an unbelievable amount over the course of the past 12 months. On 4th October 2016, we launched our new corporate website after months of hard work; auditing our existing online presence, measuring brand equity and really taking the time to understand our target audience by facilitating a number of buyer persona workshops. Going-to-market with an entirely new brand and value proposition is no mean feat.
July 17, 2017

Making the Case for the Cross-Channel Customer Experience

Which communication channels should customer experience professionals be using to improve business performance? Read this 5-minute overview.
July 12, 2017

10 Tips For Avoiding Email Spam Folders (& Getting Face Time With Your Audience)

You can’t build relationships over email if you’re not even reaching people’s inboxes. Read how to get your emails get past spam folders.
July 4, 2017

If it’s no surprise that ‘spray and pray’ marketing tactics are ineffective, then why is the retail industry still guilty of it?

When we released findings of a consumer survey earlier this month that showed 90% of UK consumers had unsubscribed from retailer communications, it was a familiar story to a lot of the journalists we spoke to.