Roxanne Abercrombie

The customer service stats defining 2018

We’re in the ‘experience era’ of marketing. The traditional four Ps (Price, Product, Place, and Promotion) just don’t cut it anymore when it comes...

Sliding doors: your customer’s journey

Despite the elegant technology companies have at their fingertips, the customer journeys they offer are often far from slick. The common complaints of today...

What do older generations want from customer service?

It may surprise you that one in five Twitter users are aged over 50, over 59 per cent of seniors have made an online...

Chatbots: the good, the bad, and the ugly [ infographic ]

Chatbots are over fifty years old. Over many years and many formats, AI chat technology has evolved into the customer service bots we recognise...

[Infographic ] The customer service graveyard

An inscribed clay tablet, kept in the British Museum, is widely believed to be the world’s first recorded customer service complaint. Inscribed are the...

5 customer service figures defining 2017

Ten years ago, customer service was usually relegated to an outsourced contact centre. Today’s proliferation of “Customer Heroes”, “Customer Success Managers”, “Customer Experience Consultants”...

5 ways you’re absolutely infuriating your customers

Everyone thinks theirs is great, but the majority disappoint. (Customer service, that is.) The truth is, in the age of the empowered consumer, customer...

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