Improve customer experience by surveying your customers quicker - Interview with Mark Smith of ContactEngine

Today’s interview is with Dr Mark Smith who is CEO and co-founder of ContactEngine, a multi-channel, interactive contact engine, whose cloud based software helps their clients improve efficiency, lower costs and drive growth through happier customers. I met Mark at the recent 20:20 Customer Experience Summit in London and he told me about what they were doing, who they were working with and the sort of results that they were helping deliver. So, I invited Mark onto the podcast to tell me a bit more about ContactEngine and some of the fascinating things they are doing to help field service management become a strength for their clients rather than a weakness. This interview follows on from my recent interview: Should ‘Net Easy’ be your new customer service metric – Interview with Nicola Millard of BT – and is number 114 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.