Author: Frank Sherlock

Capitalising on feedback with conversation intelligence

According to Forrester Research, customers are in a space of survey overload. “We are now sending customers so many surveys that it hurts our CX performance.” Understanding customer feedback is essential if businesses want to improve customer experiences and boost...

How technology can drive personalisation and enhance the customer experience

Due to factors from the past few years, including the pandemic and increased digital transformation, customer expectations have heightened – and being able to offer omnichannel customer service has never been more important. Customers expect faster, more personalised communication, whether...

Improving customer engagement in a challenging economic climate

Heightened demand for more personalised, streamlined customer experiences combined with the cost-of-living crisis has created a challenge for organisations in how they engage with customers and successfully deliver the best experience. How can organisations keep abreast of their customers circumstances,...