Services: DECC
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Digitization in financial services: How messenger can improve the customer journey
Messenger – an instant and direct way of communicating with customers, anytime, anywhere – gives brands an opportunity to engage with them on a personal level, and in a sophisticated way.
The power of great customer service
Contact centre agents are on the frontline of customer service, acting as ambassadors for a brand. Having the right people and processes in place to handle customers is arguably the most important thing a business can do to get ahead and follow best practice.
The customer service case for messenger and chatbots
Messenger is set to be the next big thing in the digital transformation of customer experience. Using platforms such as Facebook Messenger or Whatsapp allows brands to interact with customers in the same way they do with their friends.
Journey mapping: A game of snakes and ladders
In an era of fierce competition and highly empowered consumers, experience today equates to ‘brand’. Improvements in the experience track through to the bottom line and ultimately customer acquisition and retention.
Towards a new normal for telecoms
Richard Elwell, Vice President Solution Architecture at Firstsource Solutions, looks at how and why the telecommunications industry should embrace a new approach to customer experience
Customer complaints: A silver lining?
With so much riding on complaints, what do you need to do to ensure that a customer’s experience has a positive rather than a negative impact on your business?
