Shep Hyken shares a list of areas with opportunities to eliminate friction and displeasure for the customer..

Join experts from Gucci, Sky and Customer Lifeguard in this free webinar to uncover how to strategize for the future with a successful multichannel customer experience..

Powered by Localz technology, British Gas’ new “On my way” platform is helping keep its position as the leading energy supplier in the UK..

Here we take a look at some simple ways you can ensure your customers will love your contact centre’s chatbot, rather than loathe it!

Jeff Mowatt highlights some oversharing blunders that annoy customers and limit the careers of customer service advisors..

Shep Hyken explains how to ensure your customers get the support not only before they know they need it, but before the problem ever occurs..

The AI Market and Gamification markets continue to grow at an amazing pace. Research shows the Gamification global market will have a CAGR of over 30% from 2019-2024..

Any tasks which are customer-related should always take the highest priority. Here are some key areas which new businesses would do well to put in place from the outset..

VoiceFoundry, an SDP-accredited Amazon Connect consulting partner and reseller and provider of enterprise cloud-based contact center solutions with a unique focus on customer engagement, today announced with Service Management Group (SMG), a global customer experience management firm, the release of VoiceFoundry Post-Call Survey powered by SMG AgentTrack for Amazon Connect..

With the presence of review sites such as Yelp, TripAdvisor, and comment sections on company websites themselves, CX leaders are now faced with a question many aren’t sure how to answer..

In this free webinar you’ll hear from Frontier Airlines, GE Digital and Allied Telecom on how they are using data to personalize experiences and stay one step ahead of the competition..

Coveo is launching its new Coveo for ServiceNow solutions, bringing a whole new level of enterprise content access and relevance into the interactions between agents using ServiceNow and their customers..

Increasingly time-poor consumers often expect an organisation to know what they are contacting them about, and how to resolve any issues on demand..

With social media firmly cemented in our daily lives, it’s no surprise that we are further utilising those channels to gain quicker and more personalised engagements with brands..

When a custom CRM is well mapped out from the outset, it should provide added value for customers on delivery and well into the future..

When delegates pay to attend an event, they naturally want to gain a return on their investment and have a great customer experience..

By building and formalizing a learning curriculum that’s customized by audience, Nintex has provided customers with an accessible, relevant library of resources..

Driving Mobility, a nationwide network of independent organisations that offers professional advice and assessments for people who need to gain or retain independence through mobility, has appointed CRM specialists Silverbear to deliver its digital transformation programme. Drivers of change: Edward Trewhella, Chief Executive at Driving Mobility (back left), and members of the Driving Mobility team [...]