Human-based customer engagement still a critical factor for success
Sector is only one to improve on January 2019 scores
Having the right product is now only half the battle. Unless customers and prospects are sure you’re secure they’ll go elsewhere – directly impacting your bottom line
New Ofcom regulations are due in February 2020 aimed at removing the end-of-contract trap. But are service providers ready to embrace the opportunity presented?
Too many so-called digital transformation projects are really IT renewal in digital clothing.
As Asda follows rival Sainsbury’s by introducing a controversial new employment contract, Omnisperience looks at why this can damage brands, operational efficiency and revenues
Customer journeys need work, with too much focus still being placed on acquisition rather than retention
Trust is an essential ingredient for success in the experience economy, but service providers are still coming up short in this area.
Service providers are moving away from sending out paper bills, which presents a range of new challenges and opportunities.
Sometimes it’s not just what you say but how you say it that matters. When you don’t communicate clearly, you not only frustrate customers but drive up the cost of clearing up the confusion
New proposals for end-of-contract notifications will affect those supplying SMEs. The consequences will be far reaching for both UK and international service providers.
Digital transformation is failing because it’s being used simply as an excuse for IT renewal or resulting in marketing-led ‘digital skins’. To succeed, it needs to fundamentally alter the DNA of B2B service providers.