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Latest CX News & Insights

Deliveries and Returns: Can Your Brand Meet CX Expectations?

‘Where’s my order?’ (WISMO) or ‘where’s my return’ (WISMR) are some of the most common questions that customers need brands’ help to answer. Customers want retailers to tell them the status of an order or return immediately and on their channel of choice.
Managed well, it can help drive loyalty and repeat business. But managed poorly, it can strain relationships, tarnish experience and damage brand reputation – and even cause customers to abandon sales altogether. Not every brand is equipped to deliver. How can retailers adapt to make sure they’re ahead of the pack?

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Webhelp expands Leadership Team further with Appointment of new MD Client Solutions

Webhelp has announced the appointment of Samantha Williams as MD, Client Solutions. Samantha, who has considerable experience in driving large transnational deals across the CXAAS & SAAS, BPO industry, has worked with many UK and global organisations, so is well placed to deliver a new perspective and innovative customer experience solutions, in line with Webhelp’s growth strategy.

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HMRC closes phone lines due to technical fault

HM Revenue and Customs (HMRC) has closed most of its phone lines due to a fault as many people seek advice ahead of filing their tax returns. The tax authority apologised for the outage and urged people to use their online services. It is not known when the lines will be working again, but HMRC said it would “reopen them as soon as possible”. More than 12 million people are required to complete self-assessment tax returns before 31 January. That number is made up of people who are self-employed and those with more than one source of income. If people do not file their tax return, either online or via post, then they face being hit with a fine, which is usually £100.

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