Service

Essential reading

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There are several different metrics that can be used to measure customer success. Net Promoter Score (NPS), customer satisfaction (CSAT),...
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The future is automation and customer service (CS) is not exempt from this change. With chatbots, virtual reality and artificial...
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The connected consumer and multichannel shopper are terms that have been widely discussed by the retail industry, and are now commonplace...
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This article has been written by guest authors and BT researchers, Dr Tanya Alcock and Dr Jon Malpass, with support from SOAS University of...