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Smoke Customer Intelligence: 18 April 2024
You’ve probably heard these terms before, but we’ve recently heard them used interchangeably. Now some might argue that this is a mild mistake, but we’re here to tell you that there are rather distinguishable differences between the two and the role...
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Smoke Customer Intelligence: 11 April 2024
Customer experience (CX) recognises that customer satisfaction is pivotal in driving business innovation. With employee engagement moving from a...
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Smoke Customer Intelligence: 03 April 2024
Are you fully harnessing the power of your feedback metrics? Each month, you encounter similar figures, but deciphering their true meaning can be...
2 min read
Smoke Customer Intelligence: 27 March 2024
Digital transformation isn’t a buzzword anymore it’s an imperative. Ask yourself: Is your Customer Experience (CX) program keeping pace? As a CX...
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Smoke Customer Intelligence: 20 March 2024
As a business grows, communication can become more and more difficult - Sprawling locations, time zone differences, meetings and workload all become...
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Beverley Dormer: 19 February 2024
As a Customer Experience (CX) Manager or Officer, your role extends beyond coordinating with your internal departments, agents or service staff and...
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Beverley Dormer: 12 February 2024
Insurance is an industry where emotions run high and tensions are mounted. Making simplicity and speed of service resolution are paramount. The...
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Are you utilising a rewards programme within your contact centre? The role of a Contact Centre Manager is pivotal in fostering a positive work...
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Beverley Dormer: 05 February 2024
A brand promise is so much more than just business goals or a list of value propositions, it’s a fundamental declaration of what customers can...
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Beverley Dormer: 30 January 2024
Have you heard about Employee Engagement (EE) yet? If not, it's high time you did! It's quickly becoming the most valuable tool in your Customer...
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Beverley Dormer: 22 January 2024
As we embrace the fresh start of 2024, post-Festive Holidays, it's the perfect opportunity to rejuvenate our skill set. Remember our popular list of...
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Beverley Dormer: 19 December 2023
The G2 Winter reports have just hit the stands, and we could not be happier to report that Eyerys has once again been recognised with two High...
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Beverley Dormer: 25 November 2023
While some are hanging stockings and singing carols, Genesys agents know that the festive season brings unique opportunities for Customer Interaction...
3 min read
Beverley Dormer: 20 October 2023
In today's fiercely competitive business landscape, understanding and improving the customer experience is paramount.
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Beverley Dormer: 09 October 2023
Our 2022-2023 Global NPS Benchmark study is now available for download. In this edition, we've thoroughly examined the NPS benchmark (the likelihood...
3 min read
Beverley Dormer: 02 October 2023
What does CX and EE have to do with ROI when it comes down to your NPS and CSAT scores? …. If you’ve followed that sentence, well done, but I’ve a...
2 min read
Beverley Dormer: 02 October 2023
It’s the end of the Quarter and your board has asked you to step up and share your Voice of the Customer Data. Pull yourself towards yourself, take a...
4 min read
Beverley Dormer: 18 September 2023
I had a teacher who was obsessed with comparing apples to apples. “You can’t compare oranges to apples”, “let's compare apples with apples”, “You...
1 min read
Beverley Dormer: 15 September 2023
We are so proud to have received two High Performer Badges in G2’s Fall 2023 performance index, for the sixth time running.
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Beverley Dormer: 11 September 2023
For as long as there are devices and preferences between them, the argument for embedding the first survey question in an email versus including a...
