Business Effectiveness – and Doing the Right Things thumbnail

The key is to implement things that are effective and actually work for customers and the business – not just to satisfy an auditor..

Customer Understanding Is the Key to Growth

Customer Understanding Is the Key to Growth thumbnail

When we examine the concept of understanding customers in 2019, there are three trends to keep in the forefront of your strategic vision..

Create the Love…Talk to Your Customers

Create the Love…Talk to Your Customers thumbnail

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..

What Companies Get Wrong About the Customer Experience

What Companies Get Wrong About the Customer Experience thumbnail

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

Customer Service: Doing the Right Thing

Customer Service: Doing the Right Thing thumbnail

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..

Get the Right People on Your Customer Experience Team

Get the Right People on Your Customer Experience Team thumbnail

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..

New Year, New Rules of Customer Engagement

New Year, New Rules of Customer Engagement thumbnail

With channel options growing, learn how businesses are continuing to provide service experiences that are unified, consistent and compelling..

Customer Service Management: It’s Time to Change the Metrics thumbnail

It’s time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance..

4 Reasons Why Call Tracking is Crucial to Your Customer Service Targets thumbnail

Customers have higher expectations for customer service compared to one year ago which has left many organizations reviewing their operations to meet targets..

Inspire Your Employees by Treating Them Like Customers

Inspire Your Employees by Treating Them Like Customers thumbnail

Organizations that understand the critical role employees play truly understand “customer experience”. Inspired employees deliver unforgettable experiences for customers..

Are You a Customer Experience Disruptor?

Are You a Customer Experience Disruptor? thumbnail

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?

Reduce Effort to Improve Customer Experiences

Reduce Effort to Improve Customer Experiences thumbnail

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..

CX and Contact Centers: What Will Change in 2019?

CX and Contact Centers: What Will Change in 2019? thumbnail

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..

Is Your Focus on You or Your Customers?

Is Your Focus on You or Your Customers? thumbnail

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..

Technology Failures That Are Hindering Remote Working

Technology Failures That Are Hindering Remote Working thumbnail

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..

Top 3 Customer Experience Predictions for 2019

Top 3 Customer Experience Predictions for 2019 thumbnail

As we start the new year, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his customer experience predictions for 2019..

The State of Customer Service Report: 500+ leaders benchmark their support thumbnail

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..

A Positive Customer Experience by Tailoring Communications

A Positive Customer Experience by Tailoring Communications thumbnail

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..

How to Reduce Customer Friction

How to Reduce Customer Friction thumbnail

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..