Rhys Fisher
Member Since: 27th Sep 2021
Staff Writer MyCustomer
2nd Aug 2022
Sony, Adidas and Npower shamed for poor customer service in new report
A new study has named and shamed the brands and industries with the worst customer service records - and some big names top the list. The...
Management
26th Jul 2022
The contact centre apocalypse: New survey reveals contact centres close to breaking point
The findings of a Censuswide survey of 1,000 industry leaders, has revealed an alarming picture of contact centres close to breaking point...
Technology
20th Jul 2022
Why are brands snubbing best-of-breed tech in favour of single service CX providers?
The best-of-breed model of technology procurement may have had its day - at least, when it comes to customer experience technology, anyway...
Technology
8th Jul 2022
Service complaints hit an all-time high - so why is customer satisfaction the highest on record?
The Institute of Customer Service (ICS) has published its latest UK Customer Satisfaction Index (UKCSI), revealing that the number of...
Engagement
4th Jul 2022
Can a degree programme add credibility to CX certification?
Despite being an important issue at c-suite level for decades, customer experience has not made the natural transition to academia that the...
Engagement
1st Jul 2022
Is Amazon heading for a customer experience crisis?
Could Amazon be heading for a customer experience catastrophe? That's certainly the view of market research firm eMarketer . Earlier this...
Ecommerce
21st Jun 2022
How to ensure that inclusive customer experience is more than just a moment in the sun
Inclusion is a universal human right, and there have been great strides taken by the business world in recent years to improve inclusivity...
Voice of the Customer
6th May 2022
Study highlights that proactive customer service can cause more harm than good
Despite the ability for proactive outreach programmes to help build customer confidence in a brand and reduce customer effort, the results...
Technology
20th Apr 2022
“Shut up, look, and listen” – the need for patience in the transient world of CX
Be it the tortoise besting the hare, the time taken to build Rome, or little strokes felling great oaks – history is full of idioms and...
Contact centres
14th Mar 2022
Why it's time to develop a 'customer break-up' strategy
Three-quarters of companies will kick poor-fit customers to the curb by 2025, as the cost of retaining them eclipses good-fit customer...
Strategy