Are we losing our humanity?

Posted on Leave a commentPosted in Consumer Psychology, Customer Experience, Customer Insight

    The social age Connecting with consumers online is now a expectation in customer service. In fact we have expectations down to response times. An extract from the 2015 Eptica Multichannel Customer Experience Study shows that for the majority of customers you have 6 hours to respond. Twitter is the fastest environment where not responding within […]

What is Organisational Culture and why do we care?

Posted on Leave a commentPosted in Business Optimisation

Not long ago we looked at the Forrester Research report that identified “Organisational Culture” as being THE MOST challenging factor when is comes to success in the CX space. So what is Organisational Culture and how do we change it? The most common definition of Organisation Culture sounds something like: Organisational culture is an array of […]

Why you need a UX Strategy

Posted on Leave a commentPosted in Business Optimisation, Consumer Psychology, Customer Experience, Customer Insight

There has never been a more exciting time to be in business. Competition is fierce, changes are coming and it’s our job to make sure we come through stronger and with more opportunities. Adopting a culture of innovation and creativity is what will lead many businesses to success. UX Strategy Disruption will come from some form of knowledge […]

Phonemes and Speech

Posted on Leave a commentPosted in Speech Analytics

As you may or may not know we use phonetics based speech analytics [as opposed to LVCSR ‘Large Vocabulary Continuous Speech Recognition’]. The reason we use phonemes is that words that are not in a predefined vocabulary can still be found, provided the phonemes are recognisable. Phonemes are like ‘units’ of sound that create meaning! T […]

If-By-Outsourcing

Posted on Leave a commentPosted in Business Optimisation

It seems the one driving force behind outsourcing has always been a cost saving measure. In the past, this is particularly the case when talking about big companies who outsource for cheap labour. Big companies who are based in the United States, Australia and the UK have call centers in the Philippines, South Africa and […]