Fatal flaws in customer experience foretell the demise of many companies. Learn to recognize these flaws and put in place a CX strategy that ensures you become a leader not a loser..
Shep Hyken suggests five ways you can compete – and disrupt – your competition by providing unforgettable customer service..
Dan Somers of Warwick Analytics measures the true ‘Cost of Deviation’ from the customer journey..
The annual Incite Group State of Customer Service Survey will give you in-depth insights from 500+ respondents on the key issues and opportunities your peers see in 2018, and new statistics to benchmark against..
Join Mary McCarthy, EMEA Customer Service Director at Microsoft and Philip Purdy, Head, Customer and Client Services Europe at Travelzoo as they deliver 45 minutes of customer service insights, Q&A and best practice..
Here are four ways WFM solutions can help get the best out of your frontline agents and keep your customers satisfied..
Check out how philanthropy will promote customer engagement, improve employee satisfaction and boost your business..
Organizations have to constantly work to ensure customer satisfaction trumps company profits. Here are a few ways to ensure your customer satisfaction hits the mark..
In today’s empathy economy companies are increasingly turning to artificial intelligence tools to enable and drive an effective and friendly customer service operation..
Jeff Mowat explains why putting your customer on a pedestal is a mistake and why treating your customer as your equal is a better approach to customer service success..
Malene Wessel reveals which features build trust in live chat and how to find out if your solution is GDPR compliant..
Shep Hyken shares a shocking example of poor customer service in the hotel industry—and how a new member of staff put things right..
Brands are failing to create the positive, emotive experiences that drive customer loyalty..
One of the most effective ways to satisfy a newly acquired customer is through effective onboarding. Here are some tips on how to get off to good start with your customers..
Available at no cost for companies to implement or administer, the PayActiv financial wellness platform gives low-to-moderate income workers access to their earned but unpaid wages between pay periods..
The General Data Protection Regulation (GDPR) is a new set of rules that will soon be mandated for those businesses dealing with European consumers. Here’s what you need to know..
Pansensic leads us into the future to learn how customer service will be driven by developments in the customer experience industry..
Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality..
Research has shown that 80% of customers want to be welcomed with a friendly greeting. Here are 10 examples of customer service greetings you can use or adapt to your own style..