We all need a hero—someone who, by their actions, can inspire us to do better. To be better. The five companies I profile here are are reaping the financial benefits of making customer service a top priority..
Hammer, a global leader in end-to-end contact center testing and CX assurance solutions, today announced new capabilities for its VoiceWatch automated CX quality testing and monitoring platform..
Larry Mead, vice president of experience transformation at TTEC Digital gives seven tips for designing and orchestrating a Total Experience (TX) strategy.
New research from Limitless finds sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays..
Waterfield Tech Research: Customer Experience Leaders Lag Significantly in Deploying Conversational AI
Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center..
Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. Magnus Geverts of Calabrio discusses what organisations can do to support their frontline staff..
Reputation, the global leader in reputation experience management, today welcomes Liz Carter as its new Chief Marketing Officer. Liz will lead Reputation’s global marketing organization through its next phase of growth..
PCI Pal, the global SaaS provider of secure payment solutions for business communications, has implemented PCI Pal Agent Assist into Air Europa’s global contact centres..
Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. Access your copy of the report here..
Zenarate, the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report..
Sabio Group’s ‘makepositive’ Secures Digital Infrastructure Builder CityFibre on Multi-Year Contract
Sabio Group’s Salesforce CRM consultancy business, ‘makepositive’, has secured a multi-year contract with CityFibre, the UK’s largest independent full fibre platform..
PCI Pal has launched a new podcast on its ‘Secure Payments’ channel that covers the intricacies and actions required following the release of the updated PCI DSS standard, PCI DSS version 4.0..
As a business owner or customer service manager, you’re likely hyper-aware that customer feedback is the single-most critical factor in success. Here are five ways to effectively collect customer feedback..
From 2020-2022, a combination of global events brought about significant disruptions to society and business that will take time to overcome. But not all these disruptions were harmful..
Localz Adds Confirmation, Cancellation and Rescheduling Capabilities to Its Customer Engagement Solution
Localz, leading experts in last mile location and messaging technology, just announced a new module, Manage My Appointment, enhancing its customer-centric product portfolio..
Rob Crutchington at Encoded, discusses the rise of self-service payments and why it is time to take look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions..
As consumers demand greater services through digital channels, it’s time for organisations to turn their strategic attention towards a differentiated customer experience. Richard Farrell, CIO at Netcall explains..
How Marmalade Insurance Has Utilised Customer Feedback Software to Help Improve CSAT and Increase Their Net Promoter Score
An unerring focus on the customer has been a key element of Marmalade’s success. Part of this approach is their customer feedback process, which they introduced in 2020 with the help of software provider CustomerSure..
While time away from work during the holidays has tremendous benefits for the employee who is out of office, it can actually negatively impact fellow coworkers who are left behind to pick up the slack..