Customer Experience

Rapid advancements in technology are redefining the ways in which customers and organisations interact. In this whitepaper, we explore seven key digital trends in the contact centre that present opportunities to enhance customer experience. The importance of providing good quality digital conversations - 94% of consumers are frustrated by disjointed encounters with organisations. The power of Instant Messaging as a primary service channel - 70% of UK consumers feel more connected to businesses they can message. How Service Simplification is...

At its core, the Consumer Duty aims to meet customers' needs and wellbeing, making it a top priority in every decision with the industry. In this short guide, we explore the criteria in more detail, listing ways organisations can help address these needs. Our guide explores: A detailed understanding of the principle How to oversee compliance within an organisation Information on conducting a thorough gap analysis Tips on re-assessing the customer journey What a Consumer Duty Triage Review would include...

Only 37% of CX leaders believe they have a well-developed enterprise data architecture that enables high-quality, data-driven and personalised CX (CX Today). Contact centre reporting is suffering, with organisations being left without a single consolidated view of how the contact centre is performing. Leaders looking to deliver a personalised and proactive customer experience need to ensure they have a clear data and insights strategy. Download our guide to gain insights into: Common challenges with reporting processes within the contact centre...

Consumers are now looking for more digital and self-service options when getting in touch with a business. But before addressing this need, carrying out a successful automation and self-serve customer service strategy is key, and is something which many organisations fail to do. In fact, at our last CX Transformation event, we discovered that 40% of CX leaders are still unsure as to how to deliver customer satisfaction, as the primary contact moves away from voice, to self-service and digital....

At our last CX Transformation event, we uncovered a popular challenge organisations are struggling with - failing to deliver a seamless omnichannel customer experience (CX). Our client success team have delved deeper into this challenge in part 2 of our Leader's Guide to CX - 'How to Deliver a Consistent Omnichannel Customer Experience'. Download our guide to gain insights into: Delivering consistent, seamless customer journeys Embedding omnichannel and 'customer-centricity' into your business Tips & tricks in developing a winning CX...

At our last CX Transformation event, we met with and listened to over 20 companies uncover the biggest challenges they are facing. Our client success team have now delved deeper into the top 4 challenges. In this short guide, we explore the first challenge, as voted for by our audience - 'How Legacy Systems Prohibit Great Customer Experience'. Our guide explores: The challenge organisations face with legacy systems and how they impact CX The importance of this challenge and the...

The importance behind understanding customer intent is anything but new. Its been a topic of discussion for the last 10-15 years. But brands are still grappling with the 'why'. 'Why' are my customers getting in touch in the first place? By truly understanding customer intent, organisations can delve deeper into the customer journey and personalise the customer experience. In this short guide we explore the importance of customer intent and the risks associated with overlooking it. Our guide explores: Benefits...

Is your CX strategy the best it can be? The team at Business Systems, met with and listened to more than 25 companies uncovering 8 key challenges experienced within their contact centres. Voters at a subsequent client event, in varied CX roles across many contact centre verticals, then discussed and went on to vote for their top 3. In this short guide we explore all each of the 8 challenges in more detail. Our guide explores: Each of the 8...

The COVID-19 pandemic has profoundly affected the ways in which people live. Between December 2020 and April 2021, we surveyed over 11,000 consumers to better understand how the COVID-19 pandemic affected their health, happiness, social and professional interactions. The findings were that the connected customer experience is now more important than ever. Download our report and find out how people’s feelings and expectations have changed over the course of the pandemic and what that means for how companies engage with...

Digital customer engagement is evolving faster than ever before. According to a 2020 survey from McKinsey & Company, consumers’ rate of digital adoption accelerated by three to four years in just over a few months. This year, customers will spend 25% more with companies that get digital transformation right. While digital channels like web chat, social messaging apps and chatbots hold tremendous potential for customer engagement and support, customer experience leaders often feel they’ve yet to realise the full potential...

Deploying the technology of everyday chatbots can work wonders for your contact centre agents and customers. In fact, in 2020, we saw the use of chatbots skyrocket as call volumes soared during the global pandemic and leaders turned to this technology to help their customers and agents. Not only is chat and chatbot customer service now accessible for all, but with 50% of businesses now offering this, customers have now also come to expect it.  Download our guide to help...

Social customer service is complicated. What may begin as a single tweet can escalate into a battle of voices. For each customer query that requires a response, this complicated social thread must be understood, deconstructed and assigned to agents with clear intent.  Technology, with support from a fantastic customer service team, is the only way to achieve this.