Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020..

Bill Wilson (holding the award) and the Severn Trent digital team, picking up gold at the 2019 European Contact Centre and Customer Service Awards on Wednesday 27 November, hosted by Fiona Bruce (Far right) and special guest Frank Bruno (far left). Severn Trent was recognised for ‘delivering exceptional customer service’ at an awards ceremony in [...]

With volumes of business communication growing constantly, intelligent automation is a priority for growing businesses..

UBC Sauder School of Business researchers have measured employees’ experience of customer mistreatment and its emotional effects, as well as their quit rates..

In half of support requests, long waits could be avoided with automation and better self-service capabilities..

Find out if your telephone customer service is winning or losing customers by making a “mystery call”..

Subscan UDS, the utility, drainage, and survey company, has implemented a high tech mobile workforce system from company BigChange..

Nemesysco’s voice analytics solutions are improving customer journey and sales performance in call centers across Japan..

Join this interactive discussion featuring customer service leaders from the Boston Red Sox, HP, Intuit and UL on a review of 2019 and what is coming next in 2020..

The North of England’s gas distributor, Northern Gas Networks (NGN), scooped three awards at this year’s International Customer Experience Awards, in recognition of its world-class standards for customer service and cultural transformation. NGN beat stiff competition to win Gold for Business Change or Transformation, Silver for Customer-Centric Culture – Transformation and Bronze for the Best [...]

In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service..

The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning..

Bots, and the underlying AI that drives them have become increasingly popular in many Customer Experience and contact center circles and for good reason..

The story of what happened when one single dissatisfied customer went out of his way to tell the world about his bad experience..

Customer experience can be one of the most crucial aspects of a corporation since it is one of the few direct gateways between the brand and the customer..

When companies spend time ensuring their employees are engaged, the results speak for themselves..

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..