The role of the Customer Service agent is expanding as organisations realise their contact centre houses valuable skills that can be utilised across the business..

Despite the power of artificial intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman at EBI.AI outlines the 5 most common mistakes..

Utilita has recruited a digital ‘workforce’ to relieve their human counterparts of laborious, time-consuming tasks and make the business more efficient..

More than half of small and medium enterprises (SMEs) in the UK have changed CRM supplier according to the State of the CRM Market 2019 Report from Workbooks..

Louise Robertson, Global Marketing Director at Localz, examines the impact of the ‘IConomy’ on the customer experience..

To deliver the best Face-to-Face service you must think like a customer. Put yourself in their shoes and consider how you would feel being served by you..

Welcome to the new era of customer experience intelligence where the very best of human talents and activities combine with contextual, predictive customer analytics..

Retailers are now recognizing the importance of business outcomes and delivering outstanding customer experience. Dr John Bates, CEO at Eggplant explains..

When it comes to providing a seamless customer experience, the best place to start is with communications..

In the final blog of the series, Samantha Saunders hands over to Rob Stefanovic to share an example of how cooperation between partners can help build trust and recognition..

Continuing with our special Customer Service Week series, OmniServ’s Samantha Saunders argues that to lead customer service innovation, you need commitment across the board..

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition..

In the second of a special Customer Service Week series, Samantha Saunders explores how cross-training staff improves morale, attitude and service delivery..

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week..

Kate Pioryshkina, Sales Manager at Iflexion takes a close look at how AI is transforming the ecommerce customer experience..

As more companies look for ways of lowering costs and increasing productivity, David Miller looks at some of the benefits of outsourcing your call center operation..

In recognition of National Customer Service Week, Shep Hyken provides some ways to deliver even better customer service..

Bob Lucas reveals his powerful strategies for building and maintaining strong internal customer relationships..