Our thinking on the customer service experience

Private and public sector organisations both face a constant service challenge: to understand, meet and exceed the demands of their customers, whilst also improving business performance and controlling costs.

Our thinking presents videos, articles and discussions on the issues, case studies tools, techniques and key lessons that organisations can learn from in their journey to improve the customer experience and put service first.

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Online customer service own goals that'll break your business case

As organisations continue investing in online customer service, how can you avoid 'own goal' service delivery failures that undermine your business case for self-service?

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Is your organisation 'customer-centric' yet? A simple test to find out

Customer experience is repeatedly listed as a top priority for senior executives. Does your organisation pass this simple test?
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Why business process must never replace humanity in a contact centre

When a bereaved airline customer's needs don't fit your processes, should we prioritise processes or humanity? Here are three lessons for managers to learn about bringing humanity to their call or contact centre.

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