When it comes to taking care of customers, sometimes people go a little further than expected. Shep Hyken reveals how a taxi driver went the extra mile..

Successful teams are made up of the right people. This is true in sports and it is true in customer experience work. Learn what makes a great CX team..

With channel options growing, learn how businesses are continuing to provide service experiences that are unified, consistent and compelling..

Trade unionism continues to play a vital role in the modern employment landscape, but globalisation, automation, and flexible employment all pose risks in the future. How should the movement respond?

Clutch have surveyed 501 people who called a business more than three times in the past six months to learn what they expect from telephone customer service..

It’s time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance..

Customers have higher expectations for customer service compared to one year ago which has left many organizations reviewing their operations to meet targets..

Organizations that understand the critical role employees play truly understand “customer experience”. Inspired employees deliver unforgettable experiences for customers..

LiveChat has published the results of their fourth annual Customer Service Report..

Effective complaints handling is essential for fostering customer loyalty new research by resourcing and complaints handling specialists at Huntswood has revealed. When asked, almost two thirds (62%) of utilities customers said that poor customer service is enough to make them switch to another provider, while 80% would also let a negative experience change their overall [...]

For the second year running, PCI Pal, the specialist provider of secure payment solutions for contact centres, has been presented with an award at the PCI 2019 Awards for Excellence..

Knowing you need to transform your Customer Experience and actually changing it are two entirely different things. Are you ready to be a CX disruptor?

According to Forrester Research some 77% of U.S. adults say that valuing their time is the most important thing a company can do to provide them with good service..

In 2018 it was predicted that chatbots would be controlling the customer experience. This prediction missed one critical factor: the customer. With this in mind, here are 10 top trends for contact centers in 2019..

We often oversimplify what we believe a customer’s need is, often due to the fact that many organizations view customer needs through an internal lens. Now is the time to refocus on your customers..

A new report lifts the lid on the top issues causing blocks to successful remote working – which can result in up to 100 minutes in lost productivity or 23 per cent of a daily shift..

As we start the new year, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his customer experience predictions for 2019..

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. The insights were discovered at an intensive five-day sprint during this summer’s NWG Innovation Festival, where design sprint members established that companies needto create a deeper connection based on shared values [...]