Customer Experience

Customer Experience Awards

13 September 2010

Over the last few years we have seen the CSTA establish their role in Customer Service and helping to drive the quality of customer service debate not just in the UK but globally.  The CSTA do a great deal of good work focused on the development of best practice. One of the vital ways that [...]

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Understanding the Voice Of The Customer

21 August 2010

Voice of the Customer is one of those “new terms” in Contact Strategy and Customer Experience that people have been using to describe different approaches to understanding what most people used to call Customer Satisfaction and Market Research.  Voice of the customer programmes are about listening to what the customers say. It is too early [...]

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Could you repeat that please? – Call Centre Technology

21 August 2010

CustXse (Customer Experience Services) announce the lanch of a major new whitepaper has be developed based on the survey “Can you repeat that please” highlighting the impact of poor technology in contact centres at Call Centre Expo. The research was commisioned by Empirix and delivered by the Customer Experience Foundation which is the business sciences [...]

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Customer Experience is at the Heart of Compliance

20 August 2010

In customer experience & compliance ….. change is constant and relentless at the moment. New challenges to address and less customers to turn into sales and less money everywhere. New customer behaviour to respond to. Last years methods & data less useful. New types of regulation with new ways to measure success and new types [...]

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