5 Ways AI and Machine Learning Are Automating Customer Service in 2019 thumbnail

AI has overhauled the way companies sell and customers shop. Artificial intelligence in eCommerce has opened up endless avenues of possibilities for engaging customers..

Is Your Customer Personalization Actually Personal?

Is Your Customer Personalization Actually Personal? thumbnail

Andrea Belk Olson investigates the topic of customer personalization and explains how it can add depth to your customer relationship building..

What We Can Learn About the Italian Approach to Customer Service thumbnail

Are cultural insights significant in terms of their impact on customer service? Dr Laura Olcelli investigates…

North America’s Must-Attend Customer Service Strategy Meeting thumbnail

Do you believe customer service needs to be recognized as more than just a cost-center? Ready to enact change? Check out Incite’s CS/CX event, reputably the must-attend strategy meeting for east coasters..

Six Benefits of Outsourcing Your Customer Service

Six Benefits of Outsourcing Your Customer Service thumbnail

One of the ways companies endeavour to make themselves more efficient is by outsourcing some of their business operations. In this article we’ll look at some of the benefits of outsourcing..

5 Challenges Customer Service Managers Face Today

5 Challenges Customer Service Managers Face Today thumbnail

Check out these five challenges currently facing Customer Service Managers on the quest for top-rated customer service..

How Not to Treat Your Customers: 7 Things Customers Hate to Hear thumbnail

Shep Hyken reflects on an unpleasant customer experience and provides some important lessons on how not to treat your customers..

10 Ways to Reduce Lineup Stress for Staff and Customers thumbnail

Jeff Mowatt takes a look at the impact of waiting in line and how to improve the experience for customers and employees..

4 Principles for a Great Customer Feedback Program

4 Principles for a Great Customer Feedback Program thumbnail

If you want to deliver great customer service, you need a sold customer feedback program – one that’s based on the 4 principles outlined here..

5 Tips for Managing Multiple Customers

5 Tips for Managing Multiple Customers thumbnail

While there are no absolute rules for juggling customers here are five tips that work well in reducing stress and boosting customer loyalty..

Good Medical Manners Equal High Patient Satisfaction

Good Medical Manners Equal High Patient Satisfaction thumbnail

If you don’t think you need to pay attention to the details when it comes to making your patients happy as well as healthy, think again. If ever there was a time to mind your medical manners, it’s now..

Redefine Your Call Center with Co-Browsing Software

Redefine Your Call Center with Co-Browsing Software thumbnail

Customers have always expected effective and efficient service but with today’s technological developments, expectations are even higher..

How to Use Email Marketing to Drive More Customer Loyalty thumbnail

Keeping a customer is cheaper than acquiring a new one. So how do you use email to drive more customer loyalty? Here are some tips to improve your strategy fast..

5 Ways to Eliminate Customer Service Friction

5 Ways to Eliminate Customer Service Friction thumbnail

Shep Hyken shares a list of areas with opportunities to eliminate friction and displeasure for the customer..

How to Make Customers Love Your Contact Centre’s Chatbot thumbnail

Here we take a look at some simple ways you can ensure your customers will love your contact centre’s chatbot, rather than loathe it!

Six Secrets to NEVER Share with Customers

Six Secrets to NEVER Share with Customers thumbnail

Jeff Mowatt highlights some oversharing blunders that annoy customers and limit the careers of customer service advisors..

Predictive Customer Support: Fix It Before It’s a Problem thumbnail

Shep Hyken explains how to ensure your customers get the support not only before they know they need it, but before the problem ever occurs..

Setting Up a Business with a Strong Customer Focus from the Outset thumbnail

Any tasks which are customer-related should always take the highest priority. Here are some key areas which new businesses would do well to put in place from the outset..

To Respond or Not to Respond to Customer Feedback

To Respond or Not to Respond to Customer Feedback thumbnail

With the presence of review sites such as Yelp, TripAdvisor, and comment sections on company websites themselves, CX leaders are now faced with a question many aren’t sure how to answer..