• Defining the customer journey

    Pre641 Defining the customer journey

    Customer journey (aka customer engagement journey) is a term much bandied about in discussions about customer service, but what exactly does it mean? The answer, it seems is not straightforward.

  • In search of the definitive customer experience

    pre613 in search of the definitive customer experience

    Call centre consultancy Call Center IQ has issued its 2016 Executive Report on the Customer Experience, saying the term ‘customer experience’ possesses universal recognition as a buzz word, but lacks universal meaning as a specific concept. “Absent that specificity, the challenge of mobilising an organisation and driving truly significant improvement will remain incredibly daunting,” it concludes.