No matter what the industry, consumers trust organizations to look after their data. No more so when dealing with agents and customer service representatives who have access to vast amounts of sensitive data..
With Christmas just around the corner, it’s time for retailers to gear up and manage one of the most important sales periods in their calendars, Christmas..
Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond..
Priya Iyer, Chairman & CEO at Vee24 explains why Live Engagement could be the answer for online retailers looking to differentiate themselves in a very crowded marketplace..
Mandy Holford, customer service director, looks at how enhancing customer experience could further benefit the utilities industry..
Any business that wants to grow and succeed should always be working towards perfecting their customer experience and focusing on creating effective customer service training programs..
According to Carlos Muňoz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates..
Learn how to use Customer Service Week to its fullest potential as a platform for employee engagement that fosters a deeper culture of service..
As we celebrate Customer Service Week, Chip Bell reflects on how we can bring more authenticity to the workplace all year round..
Some people are just naturally good at providing great customer service. But are they born with it, or do they learn it? How do they recognize this is what they are good at? Shep Hyken has the answers..
Many organizations are using customer journey mapping to understand and improve the customer experience. Here is a structure that can add clarity and power in the process..
Learn how a recent innovation called Conversational Process Automation is truly making it possible to understand customer intent, and do so cost-effectively..
It’s important to appreciate and listen to front-line employees. Errol Allen lists his top three reasons not to take your customer service heroes for granted..
Dan Somers of Warwick Analytics explains how machine learning is improving the lack of accuracy and relevance associated with sentiment analysis..
We all know what empathy is and hopefully, many of us display it and receive it daily. Empathy builds human connections. It fosters an emotional rapport and bond with your customers..
Around 72% of businesses say that improving customer experience is key to achieving their goals, yet only 63% of marketers have turned to new technology to help them achieve this goal..
Customers will choose 100% satisfaction over “good enough” every time. It’s that tenth of a percentage point that makes the big difference..
Shep Hyken is amazed by the customer service at the Crowne Plaza in Lansing, Michigan. This is what he learned from the experience..
The importance of consistency in building strong customer relationships can’t be overemphasized. Customers want to have confidence that we’ll deliver on our promises every time..