Rhys Fisher
Member Since: 27th Sep 2021
Staff Writer MyCustomer
24th Mar 2023
Study reveals “appalling levels” of violence and abuse against service staff
The findings of a recent survey have revealed that violence and abuse against people working in retail has almost doubled on pre-pandemic...
Management
10th Mar 2023
Prove ROI or pay the price, CX leaders warned
As organisations prioritise cost-cutting over revenue growth, customer experience leaders must follow suit and identify ways to cut costs...
Management
2nd Mar 2023
Virtual assistants will become a popular target for protestors, warns Gartner
New research has predicted that the easy-to-use nature of virtual assistants makes them a prime target for protestors - and this will...
Contact centres
1st Mar 2023
Half of consumers believe customer service isn't a business priority
A new report on the standard of customer service in 2022, has revealed that UK consumers are growing more and more frustrated with the...
Management
28th Feb 2023
Research reveals reputational impact of COVID customer support
A new report has taken a deep dive into COVID's impact on customer service and provided a definitive rating of how well customer service...
Strategy
21st Feb 2023
Brands must "invest smarter, not faster" in CX
With the rush to digitisation of customer service over the past four years, expenditure in digital transformation of customer experiences...
Strategy
14th Feb 2023
Gartner: "Connected rep" strategy key to unlocking contact centre efficiencies
New Gartner research boldly claims that businesses that invest in a "connected rep" strategy will improve their contact centre efficiency...
Contact centres
14th Feb 2023
It's official: Customers love chatbots - but will it end in heartbreak?
A new survey has revealed that despite the negative coverage, chatbots are increasingly becoming the go-to service channel for many...
Technology
7th Feb 2023
Digital support deficiencies driving customers back to call centres
A new survey has revealed that on average, UK customer service issues take nine hours to be resolved – a staggering 37 times as long as the...
Technology
27th Jan 2023
Customer feedback fury: Consumers convinced companies ignore comments
It turns out that ignorance might not be bliss after all. New research conducted by Emarsys has revealed that organisations are nowhere...
Loyalty