Agile Business / Align / cloud CRM / complexity of customer experience / consumer trends / customer experience / Customer Retention & Loyalty / insights / Leverage / multi channel / New Ways Of Working / omni channel / operating model / Senior Leaders - we are all Customers

Smart Contact Solutions – The Future


In an increasingly Virtualised world – People Crave Personal Contact I thought I’d do a short blog today on something that has it’s roots in the fundamental drivers of Service Change in the UK, and globally. Namely how critical it is now to build Brand Empathy with Customers through your Colleagues. In my view the … Continue reading

5 Pressure Points faced by Contact Centre Leaders
Align / Broken experience / business echo system / business intelligence / channel complexity / cloud CRM / complexity of customer experience / consumer trends / cost centres / customer experience / Customer Satisfaction / dimesion data / global benchmarking report / insights / Leverage / multi channel / New Ways Of Working / Nicola Collister / nunwood / omni channel / operating model / value centres

5 Pressure Points faced by Contact Centre Leaders


Trends impacting Customer Contact Centre Leaders today: So in my blog last week (consumer trends) I highlighted the trends that are impacting customer behaviours today which are: Personalised customer interactions Multi channel everything Fast increasing customer expectations A shift from one size fits all The rise of influencers With this as the backdrop and ever … Continue reading