Simon Thorpe
Member Since: 25th Feb 2021
EMEA Solutions Ambassador Director Pegasystems
13th Dec 2021
As the saying goes: ”it can take months to find a customer, and seconds to lose one”, a sentiment that feels more relevant than ever. For...
Blog
1st Dec 2021
Today’s consumers expect much higher ethical standards from the companies they interact with digitally. Our own research found that 68 per...
Blog
16th Nov 2021
Everyone has experienced frustrations with poor customer service, no matter how big or small the incident. Our own research found that bad...
Blog
12th Jul 2021
Heavy investment in technology is being made by customer-facing organisations in a bid to provide a fantastic customer experience whilst...
Blog
9th Jul 2021
For the last couple of years, the likes of Forrester and Gartner have been citing hyper-personalisation as the next big step in modernising...
Blog
16th Jun 2021
A contact centre does what it says on the tin: it is there to act as the main point of contact between a brand and its customers. However,...
Blog
7th May 2021
Talk of brands incorporating an emotional response into customer engagement is a welcome prospect for most consumers. But this commitment...
Blog
13th Apr 2021
We know that customer service should have been better at the start of the pandemic. A year down the line, however, is the reality of...
Blog