More than half of small and medium enterprises (SMEs) in the UK have changed CRM supplier according to the State of the CRM Market 2019 Report from Workbooks..

Louise Robertson, Global Marketing Director at Localz, examines the impact of the ‘IConomy’ on the customer experience..

To deliver the best Face-to-Face service you must think like a customer. Put yourself in their shoes and consider how you would feel being served by you..

Welcome to the new era of customer experience intelligence where the very best of human talents and activities combine with contextual, predictive customer analytics..

Leading housebuilder Redrow was awarded the highly coveted Social Customer Service Team of the Year title at the 2019 UKCCF Awards. The annual awards, held by the UK Contact Centre Forum (UKCCF), aim to recognise individuals, teams and company best practice amongst the 6,000+ contact centres based across the UK, rewarding innovation, teamwork, employee engagement, [...]

Retailers are now recognizing the importance of business outcomes and delivering outstanding customer experience. Dr John Bates, CEO at Eggplant explains..

Ever wondered how you can use AI to improve engagement and satisfaction? Or maybe you’d love to gain more insights into your customers’ behavior? Learn more..

When it comes to providing a seamless customer experience, the best place to start is with communications..

In the final blog of the series, Samantha Saunders hands over to Rob Stefanovic to share an example of how cooperation between partners can help build trust and recognition..

B2B customer support software provider cites company growth driven by year-over-year increases in multi-year customer agreements and larger deal values..

Axis Group has successfully achieved the ServiceMark Accreditation from The Institute of Customer Service..

Continuing with our special Customer Service Week series, OmniServ’s Samantha Saunders argues that to lead customer service innovation, you need commitment across the board..

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition..

In the second of a special Customer Service Week series, Samantha Saunders explores how cross-training staff improves morale, attitude and service delivery..

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week..

Kate Pioryshkina, Sales Manager at Iflexion takes a close look at how AI is transforming the ecommerce customer experience..

As more companies look for ways of lowering costs and increasing productivity, David Miller looks at some of the benefits of outsourcing your call center operation..

In recognition of National Customer Service Week, Shep Hyken provides some ways to deliver even better customer service..