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 minutes on..” article showing you how to:
- 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.
Are the banks ready for CMA publishing their NPS scores?
And what they have to do to come out well.
In 2018 customer advocacy will become critical for banking service providers as Competition and Markets Authority’s (CMA) publication of service quality metrics becomes a reality. This will allow prospective banking customers to identify how well banks are performing.
Vote for Bright Navigator in “Technology awards 2017!
Bright’s leading Voice of customer solution “Bright Navigator” has been nominated for this award.
Online failure demand – Do you know your cost saving potential?
Next issue will look into failure demand in more detail. Make sure you read the newsletter, alternatively receive articles first of everyone by joining our LinkedIn group:
Effective customer contact in the utilities sector
For utilities, the customer contact centre is becoming key to stop customers switching. Bright’s Simon Thorpe explores common myths about measuring call centre effectiveness
Welcome to the Bright team!
We are delighted to welcome on board two additions to our client development team, Alice Treanor and Siobhan Loughman. Both bring great experience and will be a superb addition to the team.