NEWS & RESEARCH

We have gathered nearly 100 pieces of insight here covering a vast range of customer management topics and insight into customer experience benchmarking. 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“.

Category: News

Bright Ideas Winter 2017
Bright Ideas (newsletters)

Bright Ideas Winter 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. Enjoy!

Had a bad day?  Not as bad as your customers…
Articles and Whitepapers

Had a bad day? Not as bad as your customers…

How to turn around customer dissatisfaction in different sectors. By Christine Howard, Senior consultant, Bright UK. Let’s face it: your customers don’t want to speak to you.  They would like to be getting on with the rest their day, but something has gone

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.

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

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

Banking and Financial Services Top UK Customer Satisfaction
Articles and Whitepapers

Banking and Financial Services Top UK Customer Satisfaction

Bright report reveals how UK industries perform when it comes to customer service The banking and financial services sectors have the best levels of customer service satisfaction in the UK – that’s according to Bright, which today released the results of its

Bright Ideas – Autumn 2016
Bright Ideas (newsletters)

Bright Ideas – Autumn 2016

Sharing insight and ideas to help you improve the service you deliver your customers. Enjoy! Significant new developments to the Bright Index In response to the continuing changes to the way that customers are choosing to contact organisations, Bright has

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