Self-service customer communications. Are your customers in control?
Are you giving customers access to an archive of their bills, statements and letters?
Knowledge Base
Sharing our expertise, and insights into the world of Customer Experience.
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Can scarcity make your communications more compelling?
Our second article on the principles of persuasion, and how they can enhance your customer communications.
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Customer communications life cycle: acquisition
What should your customer communications include during the acquisition phase?
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What is Customer Communications Management (CCM)?
Find out more about CCM and how it can support compelling customer experiences.
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Can the principle of reciprocity improve your customer communications?
How can you use the 6 principles of persuasion to enhance your customer communications?
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User research: how well do you know your customers?
Making assumptions about our customers can lead us astray. So how can you research your customers effectively (and efficiently)?
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Are chat apps a future channel for customer communications?
WhatsApp has a billion daily users. But does it have a future for business users?
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Imagery in customer communications. What works?
Customer communications have to look great - and work perfectly. Read our thoughts on adding brilliant pictures.
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Are smart home assistants the next frontier for customer communications?
How can organisations use smart home assistants as a customer communication channel?