WH Smith published its third quarter earnings after it was voted worst shop on the high street by Which? 5 years in a row for its poor service, high prices and untidy shops. According to Intelenet Global Services in this fast-paced, hypercompetitive retail environment, customers expect a single brand experience across all channels. Continue reading British Icon WH Smith feels the expensive price to pay for poor customer experience
All posts by Sam Heggie-Collins
How to create a culture of good governance through QA
Quality assurance (QA) is an essential process within any business, but did you know it’s also the key to creating a culture of good governance? Martin Ellingham, Senior Product Manager for Aptean Respond, explains why… Continue reading How to create a culture of good governance through QA
Content Guru Ranked in 2018 Ventana Research Cloud Contact Centre Index
Cloud contact centre and customer engagement provider, Content Guru, has been positioned in Ventana Research’s ‘Value Index: Contact Centre in the Cloud in 2018’, scoring an overall performance rating of 88.4%. Continue reading Content Guru Ranked in 2018 Ventana Research Cloud Contact Centre Index
Cognita uses the Voice of the Student to Drive Wellbeing at School
Independent schools group Cognita is leading the way in delivering a better student experience by implementing a dedicated Voice of the Student (VoS) program across its 69 schools using the Confirmit Horizons platform. Continue reading Cognita uses the Voice of the Student to Drive Wellbeing at School
Adding Social Care into the Customer Experience Mix is a Recipe for Success for KitchenAid
A strategic plan to connect more closely with customers using social media has resulted in an 85% growth in engagement across Facebook, Twitter and Instagram for KitchenAid, the leading countertop appliance brand since it implemented CX Social, a dedicated social media management platform from Clarabridge. Continue reading Adding Social Care into the Customer Experience Mix is a Recipe for Success for KitchenAid
Pindrop’s Machine Learning Technology To Enhance Bank of the West Call Center Customer Experience
Pindrop announced a partnership with Bank of the West, enabling the financial services company to further expand its exceptional customer experience. Pindrop’s solutions will provide fraud-detection for Bank of the West customers powered through its proprietary machine learning technology. Continue reading Pindrop’s Machine Learning Technology To Enhance Bank of the West Call Center Customer Experience