Do customers feel as if they're up against an SAS assault course every time they interact with your organisation? Perhaps the really determined ones get through. But what happens to those who never complete their online orders or fail to get their…
Retailers: Playing a high-risk game with customer trust?
How would you feel if a trusted friend looked after your house for the weekend, only to leave the key under the doormat — and a passing thief ransacked your home? Unfortunately, there's a scenario playing out in the retail world that isn't so…
Where to begin? The essential PCI compliance checklist
Wondering how your organisation can meet PCI compliance and continually outsmart sophisticated fraudsters? If so, our industry-approved checklist and eBook on payment security can help. Get your copy for free.
Booked your summer holiday yet? February is one of the busiest months of the year for booking trips. But, despite making every effort to avoid getting scammed, some consumers could still end up falling victim to fraud — in a way they'd least expect.
Alarm Bells over Insurance Contact Centres and CNP
Imagine getting a burglar alarm fitted to your home. The company does a great job and you feel really secure. But then you overhear the fitters yelling your alarm's entry code to each other, across the crowded street outside.
As many parents will know, it's a painful experience when the headteacher calls to explain that your child has misbehaved. The story unfolds and you react with surprise, then horror, then embarrassment.
The leaders of evolutionary customer service, are successful because they deliver a stress-free, personalised customer experience. But there are still many organisations that are focusing on an “inside-out” approach.