Four Key Themes from the 13th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange
As I am writing this, the 13th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange  has just concluded. The event took place in a fascinating location, Clontarf Castle in Dublin, which dates back to 1172. There was nothing medieval about the...
Bots, Blockchain and Building a Customer-Centric Company
Q&A with Jerry Leisure Currently, Vice President, Customer Success, at Forte, a gaming technology platform, thought leader Jerry Leisure’s background spans several industries, including computer software, logistics, and recruitment. Yet, there has been one...
Fluid Strategy for the Fluid Consumer
Ofcom’s latest Communications Market Report has shed light on the rapid uptake of connective technology amongst consumers, which has profound implications on the way organisations manage customer engagement. This rate of change in consumer habits, with 78% of the...
Customer Service as a Business Metric: Does Your Contact Centre Measure Up?
High-quality customer service is becoming the most important business metric – and it starts in the contact centre Recent trends have shown that 64% of people find customer experience to be more important than price when making a purchase. Customer experience covers...