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The case for digital transformation as the foundation of exceptional customer service

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The retail landscape has fundamentally changed in recent years, partly driven by the necessities of COVID lockdowns, and partly by ongoing shifts in customer preferences and behaviour. As we have previously explored on this blog, the familiar high street shopping experience is increasingly converging with online and click-and-collect shopping, offering a new breed of data-driven shopping experience.

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Poor Customer Service in the Contact Centre… It’s Nothing Personal!

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We've probably all encountered what we consider to be poor customer service through a contact centre, whether it's calling your utilities provider, banking, mortgages, or just everyday online shopping.

There have been many excuses for poor service through the pandemic due to ill-prepared home working solutions. Those should be behind us now, although that's likely the topic of a further blog, as many companies are still leaning on this excuse!

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Exponential-e Awarded CCA Global Standard Accreditation

Exponential-e Awarded CCA Global Standard Accreditation

Exponential-e are pleased to announce that we have just been awarded the CCA Global Standard - a globally-recognised accreditation that acknowled...

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Making customer service really count, in lockdown and beyond

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It's been 11 weeks since the UK went into lockdown and for those of us that are lucky enough to be able to work from home, the novelty may be starting to wear off. As screen time reaches an all-time high, the reality of technology and phone calls being our only method of communication with our friends, customers, partners and colleagues can be tiresome.
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The Future of CX in Retail - Expert Opinion: An Interview with Manuela Pifani

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Manuela is the founder of the CX consultancy CXellence and has been working with prominent organisations across private and public sectors to help the...

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Exponential‐e announces real‐time NPS Score and Customer 360 programme

Exponential‐e announces real‐time NPS Score and Customer 360 programme

Traditional NPS surveys replaced by platform to provide instant, transparent results for industry leading customer service

Exponential‐e, the British cloud and network provider, has announced its implementation of a real‐time Net Promoter Score platform that enables customers to leave feedback instantaneously and receive a response in a matter of hours from a technically trained manager.
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