This year's European Customer Experience World conference commences on the 22nd of this month in London. We are proud again to be a corporate sponsor of Europe's premier Customer Experience Event.  

At the event we will unveil the results of our 30 country research which highlights the latest customer experience trends in satisfaction measures, feedback channels and use of insight as a strategic resource. Professor Alan Wilson of the University of Strathclyde will present the findings in a keynote address on Day 1 of the conference. 

The results will show how the innovators in customer experience are using insight not only to understand their customers but to drive their businesses.

To request a copy of the research findings contact us via phone or email below:

Developments in technology in recent times have created an expectation among customers that services will be available on demand.  With many services offering an online real time product experience, the risk of churn is significantly higher when customers are made to wait. 

Customer Service tools have been tracking this trend and it has spawned a number of new real time developments. Tools like Live chat allow users to log onto a company’s website and immediately be connected to a customer service agent. Along with this, developments within call centres have meant agents can now solve more issues for customers on the spot. 

The next step in the development of real time customer service is in connecting all the data available on customers into a single view. Having a single view of the customer allows a customer service agent to review all the possible solutions and choose the best one.