CSM Magazine

OCTOBER 12, 2022

Despite a rise in digital interactions, the phone call still holds a special place in consumer hearts. Recently, Calabrio surveyed 250 consumers around the world and the results were impressive. At the same time, the proportion of British consumers happy to self-serve complaints has dropped to 28% in 2022, down from 34% in 2021.

Consumers 52

Consumers 2022 Social Media 2021 52

Martin Hill-Wilson

FEBRUARY 16, 2016

I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. It was commissioned by Ann Marie Stagg and initially offered to her CCMA members. By today’s standards, it would be a real head turning differentiator. By the end of the day we were all shaken and stirred.

2015 49

2015 Roadmap 2016 2014 49

C3Centricity

JULY 20, 2020

One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. It was one of his shortest speeches but probably one of his most quoted. This was a follow up to another popular post on what a customer-first strategy is, and what it isn’t.

Innovation 77

Innovation Leadership Insights Marketing 77

C3Centricity

MAY 1, 2018

I heard a famous quote this morning from Winston Churchill’s address to Harrow School in the UK in 1941. It was certainly one of his shortest speeches but probably also his most quoted. They were the conclusion to a post on what a customer first strategy is, and what it isn’t. – here. Source: Microsoft.

Innovation 48

Innovation Insights Leadership Article 48