The explicit link between Digital Customer Service and BUSINESS GROWTH for the Insurance industry

Customer experience is the key to creating value in Insurance

Customers and prospects want businesses to demonstrate that they value and understand them.

Executives are quick to see the end-game benefit of a customer-centric strategy: more satisfied customers, increased loyalty, a lower cost to serve, and more engaged employees. But they often fail to understand clearly what a superior customer experience is worth and exactly how it will generate value.

In this whitepaper we explore the logic, math and structured approach using real science to achieve three objectives: building an explicit link to value, directing investments to where they will do the most good, and designing a detailed road map populated with early successes to self-fund digital transformation.

How compelling Digital Customer Service is driving incredible ROI for AUTOMOTIVE manufacturers

The explicit link between Digital Customer Service and BUSINESS GROWTH

Customer experience is the key to creating value in automotive.

Customers and prospects want businesses to demonstrate that they value and understand them.

Executives are quick to see the end-game benefit of a customer-centric strategy: more satisfied customers, increased loyalty, a lower cost to serve, and more engaged employees. But they often fail to understand clearly what a superior customer experience is worth and exactly how it will generate value.

In this whitepaper we explore the logic, math and structured approach using real science to achieve three objectives: building an explicit link to value, directing investments to where they will do the most good, and designing a detailed road map populated with early successes to self-fund digital transformation.

Download the whitepaper

Multi-channel online customer service for dummies

Multi-channel Online Customer Service for Dummies

E-book

Deliver more efficient online customer service at every customer touch-point.
A guide for serving customers seamlessly and effectively through all channels

What’s in the book?

Customer service used to be just a phone call away. It still is, of course, but forward-thinking companies are carefully coordinating and integrating customer service activities across multiple channels, including telephone, email, live chat, social media, and online self-service. The key to making it work well is a powerful, well-maintained knowledge-base that’s plugged into every channel.

Download the e-book

Murder on the high street shop floor

Murder on the dance high street shop floor

Whitepaper

It’s a bloodbath out there. We’ve become blazè about technology. We expect it, we want it and we get frustrated when it doesn’t act the way we want it to. It might have sounded alien ten years ago, but today we communicate anywhere at any time on any device through chatbots, apps and in emojis without having to leave our sofa. We are up to date with the latest news through social media and can order anything in a few clicks using our phones. In fact, in their global Total Retail survey, PwC reports ‘mobile commerce’ to be firmly on the march toward becoming the online shopping tool of choice.

This whitepaper uncovers new channels and technologies to connect to customers, whilst also augmenting the store experience.

Artificial Intelligence – The rise of customer experience

Artificial Intelligence – The rise of customer experience

Whitepaper

We live in a world filled with too much digital noise. Buzzwords compete to describe the latest trends in technology and ideology of our ‘always online’ planet.

This whitepaper is not intended to be a history lesson in computing, but rather to outline the current state of Artificial Intelligence and its future.

Virtual Agents for Dummies

Virtual Agents / AI-powered Chatbots for Dummies

E-book

How can a Virtual Agent align with wider business objectives?

The business case for the Virtual Agent is different to that of a humble, self-service chat-bot. KPIs within customer care usually comprise of reducing complaints, increasing the speed of response, and improving first call resolution.

Virtual Agents can help achieve these objectives and more.

The question is, what kinds of service are ideal for Virtual Agents, and what is better left to people? How smart should Virtual Agents be? What are the advantages, and the potential pitfalls? And, how do Virtual Agents fit into your organization’s overall omni-channel customer-service strategy?

Download the e-book to find out more 

The business case for self-service in the Utility industry

Digital customer service for utility providers

Business case

Delivering high quality round-the-clock customer service isn’t easy within any industry. As a regulated
industry, figures from Ofgem and Ofwat show that utilities continue to face many challenges when it
comes to customer expectations. Consumers, have become accustomed to a certain level of service
which means they don’t just expect an uninterrupted supply of power, gas, and water, but better
responsiveness whenever they require help. The digital revolution has changed the way most people
interact with businesses. And despite a visible improvement in customer service ambitions, the UK
Customer Satisfaction Index reports that the utility sector still ranks below all others in terms of customer satisfaction.

Get off to a flying start, digital customer service for the transport sector.

Get off to a flying start, digital customer service for the transport sector

Whitepaper

Transport companies are under extensive pressure to continuously reduce costs and improve operational performance to remain profitable and to achieve sustainable growth. And regulators of this sector are constantly exploring a range of ways to improve standards of customer service, including greater competition and increased transparency of customer service performance.

In this increasingly competitive and unpredictable sector, where customer experience can offer the competitive advantage to drive higher sales through customer satisfaction and loyalty, how can operators address consumer issues as they happen, providing a more user friendly and progressive process to solve customer pain points?

Why utilities need to turn up the heat on customer experience

Why utilities need to turn up the heat on customer experience

Whitepaper

Industries like retailers, travel operators and bankers are already a decade into their digital transformation, however some industry sectors are only at the start of their multi-channel online journey.
Utilities in particular are under pressure. Forced to respond to green energy entrants, deregulation, and evolving consumer demands of mobile apps and social media, both competitive retail, and traditionally regulated environments, have admirable digital ambitions. However, these ambitions are not yet met with significant Customer Experience (CX) investment and strategy.