Louise Wright catches up with fellow marketer Kerry Joicey who has been out on the road in the last few weeks. Kerry shares her views on how customer services have evolved. And how we’ve been supporting Nationwide’s journey to transform their CX.
In support of National Coding Week, Louise Wright chats to Richard about the digital skills shortage, its impact on UK businesses and how things need to change to plug the gaps. And because we love a good sports analogy, there are some football references in there too…
In this episode of CX Appeal, we’re at TechXLR8 for London Tech Week. Recorded live from the event, Louise Wright and Kerry Joicey offer a round-up of the headline speakers. They share their views on why connectivity and integration are critical for avoiding future silos and improving CX. Plus the need for speed when innovating in your business.
What is design thinking and how does it relate to customer experience? Louise Wright chats with Justine Siebke to find out. Justine offers a beginner’s guide on how to apply key principles of service design. Plus how to own your customer journey and the importance of removing the barriers to improving user experience, customer experience, digital experience and more.
What is hpaPaaS? And what does it mean for CX transformation? In this podcast we hear from Richard Billington and Richard Farrell on how hpaPaaS (low-code) is becoming a game changer.
In this episode of the podcast we look at the biggest trends shaping the industry. This episode introduces Netcall’s Sales Director Mark Holmes. Mark has worked in the contact centre tech space for over twenty years – so he’s seen a lot of change! Mark joins Louise to talk through the most exciting trends to shape the industry during this time. And shares his views on the brands that are getting CX right.
In this episode of CX Appeal we’re at the Future of the Contact Centre Conference. Hosted by Engage Business Media in London, this event brings together contact centre leaders, industry experts and tech specialists to discuss the latest CX trends and their impact on the contact centre.
In this episode, Louise Wright is joined by Netcall’s Customer Solutions Director Dave Amps. They discuss the differences between multichannel and omnichannel customer service. And why there’s so much confusion in the industry about the two terms.
From front-line issues like agent engagement, contact centre performance and process improvement, through to digital transformation and business growth. In this episode, Louise Wright talks through three of the most popular tips we spoke to our customers about last year.