Tag: customer experience
Transforming technology doesn’t transform relationships
Trust is an essential ingredient for success in the experience economy, but service providers are still coming up short in this area.
Why no more paper bills is both a problem and an opportunity
Service providers are moving away from sending out paper bills, which presents a range of new challenges and opportunities.
Customer confusion is costing service providers dearly
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
The benefits and perils of deploying AI
While a useful tool, AI is not a panacea for all an organisation’s ills
Are you ready for Ofcom’s new proposals on out-of-contract notifications?
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 or digital silo? Why digital should not be just another technology refresh
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.
Why you should forget customer journeys
Moving beyond silos of customer experience means creating a coherent digital experience.
A common pitfall: seeing digital experience as better customer service
Digital experience is not just about service but is made up of four main elements – network, product, commercial and service experiences.
Do you know the difference between DX, UX and CX?
DX, CX and UX are the buzz words of the moment. How are they related?
