The key is to implement things that are effective and actually work for customers and the business – not just to satisfy an auditor..
When we examine the concept of understanding customers in 2019, there are three trends to keep in the forefront of your strategic vision..
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..
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..
It’s time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance..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..
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..
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..
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..