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..

With Christmas just around the corner, it’s time for retailers to gear up and manage one of the most important sales periods in their calendars, Christmas..

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond..

Carl Grieves, Managing Director at Silverbear looks at the latest digital trends in the membership sector..

Priya Iyer, Chairman & CEO at Vee24 explains why Live Engagement could be the answer for online retailers looking to differentiate themselves in a very crowded marketplace..

Mandy Holford, customer service director, looks at how enhancing customer experience could further benefit the utilities industry..

Any business that wants to grow and succeed should always be working towards perfecting their customer experience and focusing on creating effective customer service training programs..

Axis Group, one of the UK’s fastest growing security, cleaning, front-of-house and support services organisations, hosted an Institute of Customer Service CEO breakfast briefing during October’s National Customer Service Week..