Cath Everett
Member Since: 5th Apr 2005
Contributor MyCustomer
29th Apr 2020
Pandemic opening the door to contact centre revolution
Many organisations around the world rushed to set up remote customer support teams in response to the COVID-19 lockdown - but while most of...
Contact centres
16th Apr 2020
COVID-19: Consumers condemn inappropriate ads but crave brand response details
Half of consumers have been sent advertising that they believe is inappropriate during the COVID-19 pandemic, according to new findings...
Strategy
31st Mar 2020
COVID-19 sends support tickets soaring as contact centres feel the strain
Customer support queries are soaring as a result of the COVID-19 crisis, putting contact centres across both the public and private sector...
Contact centres
25th Mar 2020
Do service teams lack the tech and skills for long-term remote working?
Around a third of UK organisations do not have the necessary technology infrastructure in place to support mass remote working on a long-...
Contact centres
18th Mar 2020
Maverick marketers undermining customer experience efforts
Marketing leaders must climb down from their ivory towers if organisations are to improve their customer experiences. New research suggests...
Strategy
11th Mar 2020
Marketers betting big on CX despite ROI doubts
Marketers are continuing to ramp up investment in customer experience (CX) in a bid to differentiate their brand, according to a new report...
Strategy
5th Mar 2020
Customer experience: Why businesses talk the talk, but don't walk the walk
While just under three out of five organisations around the world consider customer experience (CX) to be their primary differentiator, few...
Engagement
3rd Mar 2020
Are 'people issues' the biggest impediment to CX improvement?
Organisations must tear down the current walls between business and IT if their investments are to truly enhance the customer experience (...
Engagement
21st Feb 2020
Do your corporate social responsibility plans meet customer expectations?
The importance of having a considered corporate social responsibility programme should not be underestimated. Identity-led customer loyalty...
Loyalty
12th Feb 2020
How cancel culture is harming customer loyalty - and how to respond
The rise of so-called ' cancel culture ' is not only impacting individuals, but brands too - with objections about brand reputation or...
Management