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. Enjoy!

TUI Case Study – Contact centre NPS improved from 3.8 to 41.6!

Read our latest case study showing how during a major business transformation, TUI managed to:

  • Improve customer effort scores from 56% to 76%.
  • Change the way they surveyed which turned out to be a game changer.
  • Identify £17M benefits.

Navigator voted top Voice Of Customer solution 2017.

Over 1,000 people voted making “Top 10 Contact Centre Software and Technology” the most impartial of all contact centre technology awards. Bright Navigator came 4th overall and were the top ranking Voice of Customer solution. Some of the great feedback from voters can be found on the official awards page here:

Read the full article

Prepare for business planning Autumn 2017 by
benchmarking your customer service operations now!

Now is the time to prepare for your budgeting and business planning end of the year. Get help with your prioritisation and benefits case for investment by participating in UK’s largest bespoke customer service benchmarking. Over 50 metrics compared to peers as well as best in class, and giving you actionable insight and recommendations to narrow the gap to world class operations.

Read more about the “Bright Index” contact centre benchmarking and how to participate HERE.

Looking for more customer experience insight? Bright launches new website!

In addition to freshening up our company information, the Insight library has been improved. It is now easier to find articles and white papers on particular areas of interest. Come on in and have a look:

Case study – How Medway Council Improved Customer Satisfaction in 4 Months

Medway Council has seen a 6-fold increase in completed surveys, giving a more accurate view of customer satisfaction. This has enabled them to further improve CSAT in just four months.

Read more here

Welcome to the Bright team!

Workshop: Delivering a world class feedback program

Bright is delighted to be teaming up with the Forum once again to deliver unique insight into how to create a market leading VOC program. The first event took place last week bringing together 35 insight specialists however places are going fast for the September event. If you would like to register please contact

Topics covered include:

  • How to quantify the benefits of your feedback programme
  • Using text analytics to find the root cause of the problem
  • Website failure demand
  • Creating a coaching culture using real-time customer feedback

Listen to Bright sharing fresh research on RELEASING POTENTIAL at The Forum’s “Quality & Insight Conference 2017” Sign up HERE.

Welcome to the Bright team!

We are very happy to welcome Laura Savell onboard, who will work closely with clients to help execute their customer service strategies as Senior Consultant.

Laura has vast experience of change management from roles such as senior manager for Strategy & Integration, and Operational Improvement at Virgin Media.

Wishing you a fantastic Summer!
The team at Bright