Blog

Thursday, 27 April 2017

Success, Scale, Speed* – how is it achieved in Mobile CX?

What in real terms can Customer Experience (CX) specialists do to achieve the nirvana of success, scale and speed?In a recent webinar held with one of our partners MaritzCX, an internationally leading CX software and services provider, we explored the use of SMS as a complementary and strengthening element to existing or new CX programmes. […]

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Success, Scale, Speed* – how is it achieved in Mobile CX?

Tuesday, 6 December 2016

2-way SMS surveys

SMS is good for high volume short surveys needing fast responses & to capture feedback in real-time. SMS doesn’t require an internet connection and works on all mobile devices, whatever the contract and in any country, any language. This breadth of coverage makes the SMS channel as good for surveys in Africa and Latin America, as well […]

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2-way SMS surveys

Thursday, 24 November 2016

Are We There Yet? Where Technological Innovation is Leading Research.

The practicalities of SMS research Paper delivered at the International Conference of the Association for Survey Computing, Volume 7. Edited by T. Macer et al. By Petra van der Heijden – Senior Associate Director at Network Research We are pleased to share the paper of, Petra van der Heijden, delivered in September 2016, at the seventh […]

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Are We There Yet? Where Technological Innovation is Leading Research.

Monday, 21 November 2016

1-way SMS invitations, reminders & alerts

The key points researchers should know when it comes to using 1-way SMS invitations & other SMS messages. SMS (commonly known as ‘texting’) is popular with mobile phone users around the world. That’s because SMS is fast, convenient, doesn’t require an internet connection, and works on even the most basic of phones. Benefits of 1-way SMS messages. When […]

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1-way SMS invitations, reminders & alerts

Tuesday, 8 November 2016

The power of Mobile can help revolutionise Patient Care.

Mobile Surveys – Improving Patient Satisfaction and Care. Healthcare professionals the world over are always focused on improving the levels and standards of care and outcomes received by their patients. The Healthcare market is moving far more towards a customer experience level of service, where the patient’s needs and overall patient satisfaction is continually assessed along […]

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The power of Mobile can help revolutionise Patient Care.

Thursday, 27 October 2016

Customer Engagement – Trick or TREAT?

Can Halloween really increase customer engagement? Halloween now tops the UK retailer’s charts of the most celebrated festivities alongside Christmas and Valentine’s Day – the possibilities therefore to create unique Customer Experiences are endless. Gone are the days where the only images of All Hallows’ Eve, are of ghosts and ghouls with the festivities now focusing […]

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Customer Engagement – Trick or TREAT?

Tuesday, 4 October 2016

Open banking – an opportunity for CX researchers.

What is ‘open banking’? Following the Competition and Markets Authority’s (CMA) retail banking market investigation, the FCA (the regulator) announced on 9 August 2016, that by early 2018, all UK banks are expected to have implemented ‘Open Banking’. “Open Banking will enable personal customers and small businesses to share their data securely with other banks […]

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Open banking – an opportunity for CX researchers.

Tuesday, 20 September 2016

Why charities love mobile surveys

How the shift from paper to mobile data collection improves speed, quality and provides richer insights for charities. Emily Tomkys ICT in Programme Officer at Oxfam, wrote a great Blog article recently. She shares how and why the charity uses mobile surveys for CAPI field studies, in order to help other charities do the same, especially in international markets with cultural […]

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Why charities love mobile surveys

Monday, 12 September 2016

It’s not all about smartphones

Don’t ignore the feature phone when it comes to mobile surveys It’s really easy to get drawn into the latest product advertising from phone providers – who wouldn’t be seduced by the latest ‘edge’ technology, 4G, bigger screens and all the latest features? Actually, me, and I’m not alone – some people resist because they […]

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It’s not all about smartphones

Tuesday, 6 September 2016

Designing an SMS survey?

3 useful tips for anyone who is in the process of designing a new SMS customer service survey.

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Designing an SMS survey?
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