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 [...]

TEN DIGIT’s DC BRIDGE® customers will be authenticated by keystroke, facial liveness, and voice biometrics, offering seamless user experience across the customer communication lifecycle..

The Incite Group have just released the 2019 State of Customer Service Report providing you with an inside look at the strategies, techniques and trends of over 500 customer service and social care professionals..

Konstantin Selgitski, Chief Marketing Officer at Apifonica explores how to make it easier for customers to get what they want, when they want and to ensure a positive customer experience..

New research has shed fresh light onto the way customers prefer to receive correspondence from their suppliers..

One of the most important ways to improve the customer experience is to make it easier for customers to do business with you. Shep Hyken explains..

No matter what the industry, consumers trust organizations to look after their data. No more so when dealing with agents and customer service representatives who have access to vast amounts of sensitive data..

Eight-in-ten UK consumers (80%) plan to avoid stores on Black Friday this year, according to research by Genesys..