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Industry News

The UK's most popular call centre magazine
Some folks at Nunwood (CX research and consulting company) have been kind enough to email over their latest report: Have A Nicer Day, Learning From the USA’s Customer Experience Leaders. I found it to make interesting reading. In this conversation, […]
Our readers share their speed tips on how best to engage with your multichannel customers. 1. Don’t overlook a personal preference for the phone When designing your multichannel experience, keep in mind that personal preferences will always inform part of […]
Is there a difference between UX and CX? Yes. What is the difference between UX and CX? Allow me to answer this question by sharing my experience in dealing with a web hosting company. The User Experience? Great! I came […]

Service News

The Institute of Customer Service has announced today the appointment of Mike Petrook as its new director of communications and corporate affairs, a new role within the organisation.
The latest UK Customer Satisfaction Index, released in January, demonstrates that sectors where there is more competition, deliver higher levels of customer service.
Many UK companies are failing to keep up with the rapidly changing customer environment according to the latest UK Customer Satisfaction Index (UKCSI). Overall satisfaction has in all four surveys since January 2013 and is now lower than at any point since January 2010 - only the utilities and banking sectors have improved during 2014.