NEWS & RESEARCH

We have gathered nearly 100 pieces of insight here covering a vast range of customer management topics. Use the filtering tool to narrow down your results. For automatic alerts on when we have published a new article, either sign up for our quarterly “Bright Ideas”, or join our LinkedIn group “Bright Customer Management“.

Bright Ideas Summer 2017
Bright Ideas (newsletters)

Bright Ideas Summer 2017

Bright Ideas brings you articles and updates from the world of customer experience. Sharing insight and ideas to help you improve the service you deliver your customers.

2 minutes on… Text analytics, a game changer.
2 mins on...

2 minutes on… Text analytics, a game changer.

Stop non-customer service departments doing stupid things to your customers. Go from manual data mining of verbatim to automatic real-time insight. Become a real-time information hub for your entire organisation. A longstanding challenge for the

Effective customer contact for the utilities sector.
Articles and Whitepapers

Effective customer contact for the utilities sector.

For utilities, as for many large organisations, the customer contact centre is key. Simon Thorpe explores four common myths about measuring call centre effectiveness. (originally published in Utilities weekly). The growing importance of customer service for

Are the banks ready for the CMA to publish their NPS scores next year?
Articles and Whitepapers

Are the banks ready for the CMA to publish their NPS scores next year?

In 2018 customer advocacy, will become even more critical for banks as the Competition and Markets Authority’s (CMA) plan to publish service quality metrics for the first times becomes a reality. This as part of their large “Making banks work harder for you”

Bright Ideas Spring 2017
Bright Ideas (newsletters)

Bright Ideas Spring 2017

Sharing insight and ideas to help you improve the service you deliver your customers. Enjoy! Bright Ideas brings you articles and updates from the world of customer experience. Text Analytics - A game changer for our entire industry? Read our latest “2

A brief history of NPS & 3 tips for maximising ROI
Articles and Whitepapers

A brief history of NPS & 3 tips for maximising ROI

Since its introduction to the world in 2003, Net Promoter Score (NPS) has become an increasingly popular tool for improving return on investment. By measuring how likely a customer is to recommend your business to others, NPS allows decision makers to assess the

Bright Ideas Winter 2016
Bright Ideas (newsletters)

Bright Ideas Winter 2016

Sharing insight and ideas to help you improve the service you deliver your customers. Enjoy! Banking & Financial services Top UK Customer Satisfaction In a shock result - the banking and financial services sectors have the best levels of customer service

7 Signs of an Industry Leading Customer Service Centre
Articles and Whitepapers

7 Signs of an Industry Leading Customer Service Centre

It’s practically unthinkable that only a few years ago, customer service was viewed by the majority as little more than back-office business administration. Thankfully, times have changed. The internet, social media and sharing platforms like TripAdvisor mean

Benchmarking can help improve customer service performance levels
Articles and Whitepapers

Benchmarking can help improve customer service performance levels

Mats Rennstam, Managing Director of Bright UK: The customer service industry has evolved beyond all recognition. Days of manual phone management and scripted responses have gone and been replaced by cutting-edge technology and detailed, interaction-specific

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