United Utilities’ service recovery team won the treble at The UK Complaint Handling Awards 2019 in March..

In this free webinar, Incite Group have gathered together leading executives to share their advice on how they are building exceptional customer support teams..

Why wouldn’t you love your customers? They’re keeping you in business. It’s up to you to set the stage for some powerful long-term successful relationships by simply… showing some love..

A survey of customer experience in the UK’s casual dining restaurants has found that Wagamama leads the way in many key metrics..

Your customers are the ones that shape your growth, define your offerings, and pay the bills. But are you getting the customer experience wrong?

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It’s time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance..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