White Papers

Download Inertia in the insurance market - has this long-standing tactic had its day? Mark Wilson, Aviva's ex-CEO drew much attention to this practice with his comments about the broken personal insurance market, but in reality it was already under scrutiny. This white paper examines the...

Download Building a Proactive Retention Strategy explains how telcos can use data-driven approaches to increase the efficacy of churn reduction strategies. The paper discusses the most effective retention offers for customers likely to churn, with a particular focus on when to be proactive. Contents of Building a...

Download Building an Effective Churn Reduction Strategy Many of our clients have mature churn reduction strategies in place. They measure every aspect of these strategies, striving continuously to increase retention rates across their customer and subscriber base. We examine some relatively novel ideas which we believe will provide...

Download ContactEngine's telecoms, TV and broadband clients win and retain tens of millions of customers every year. We are proud to play our part in perfecting the experience for those customers. So you won’t be surprised to learn that we take a close interest in the public’s...

Download How successful is NPS as a way of measuring customer satisfaction and loyalty? Despite its popularity and widespread use, NPS has significant limitations which are often not discussed. This paper identifies and discusses those limitations. Sample content ...

Download Call Centers play a vital role in customer satisfaction - so why do 75% of customers leave call center interactions frustrated? Our research explores why customers feel their needs are not being met. [vc_separator type='transparent' position='center' color='' thickness='' up='40' down=''] Get the white paper [pardot-form id="6069" title="wp006 F The...

Download Our research illuminates the value customers put on referrals and reviews in the UK, the USA and Brazil. This gives us an insight in to how timely, clear, consistent and transparent communication at every customer touchpoint influences that peer to peer communication. [vc_separator type='transparent' position='center' color='' thickness=''...

Download Reduced churn, repeat purchasing and increased advocacy - we all know why increasing customer loyalty pays. We present 3 key insights which we believe will prove valuable in your quest to improve customer loyalty. [vc_separator type='transparent' position='center' color='' thickness='' up='40' down=''] Get the white paper [pardot-form id="6073" title="wp004 F Curating Customer...

Download Our insights, gathered from millions of conversations with real customers, explode the myth that security concerns drive customers' communication preferences. We compare and contrast their stated  preferences with their actions when companies contact them direct. [vc_separator type='transparent' position='center' color='' thickness='' up='40' down=''] Get the white paper [pardot-form id="6075" title="wp003...

Download Simple and straightforward communication is a key component of delivering an exceptional customer experience. Messaging apps offer simple communication at little to no cost, and the number of people using these apps is significant — the top-two apps worldwide are Facebook Messenger and WhatsApp, each with...

Download Delivering exceptional Customer Experience (CX) can differentiate a company from its competition, so it is of little surprise that commitment to CX is now at the heart of the strategies of most global brands, with 84% of companies aspiring to be CX leaders. However, CX...