Why Contact Centres Are a Prime Source of Customer Insight

Posted by Rant & Rave

If you agree that Customer Experience is the new competitive battleground, then you'll recognise that Contact Centres play a vital role in differentiating from the competition. 
Read More July 24, 2017

Topics: Customer Insight

How You Can Get Better Customer Insights - Without a Survey

Posted by Rant & Rave

Did you know that less than 2% of customers will bother to complete a questionnaire?
Read More June 25, 2017

Topics: Gaining Customer Insight, Customer Insight

Four Customer Experience Trends that Aren't Going Away

Posted by Sam Roberts

The CX landscape is constantly changing. Knowing what's relevant and what isn't is a major challenge - especially when these trends seem to develop so fast. Something that seemed exciting and fresh...
Read More May 10, 2017

Topics: Customer Experience, Customer Insight

One Way to Turn a Service Desk Into a Customer Insight Centre

Posted by Rew Golding

Your everyday service desk handles thousands of calls, emails and tweets on a daily basis – amounting to thousands of opportunities for customer insight. Insight that when harnessed can ultimately...
Read More December 19, 2016

Topics: Gaining Customer Insight, Customer Insight

How to Speed Up Idea Sharing from User Generated Content

Posted by Rant & Rave

User generated content and ideas are extremely influential to other customers. According to a Crowdtap survey, user generated content was 20% more influential for customer purchasing decisions than...
Read More August 15, 2016

Topics: Customer Insight, Innovation

The Truth About Customer Experience Is Out There...

Posted by Mike McMaster

21 years ago, back when Justin, Britney and Christina were all still in the Mickey Mouse Club, I was a young, very inexperienced Marketing Executive intern huddled over a high power (486) computer,...
Read More December 17, 2014

Topics: Customer Satisfaction, Customer Insight

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