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..

Carl Grieves, Managing Director at Silverbear looks at the latest digital trends in the membership sector..

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..

Axis Group, one of the UK’s fastest growing security, cleaning, front-of-house and support services organisations, hosted an Institute of Customer Service CEO breakfast briefing during October’s National Customer Service Week..

According to Carlos Muňoz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates..

Recent research by YouGov for Pegasystems reveals some interesting insight into how businesses can drive consumer satisfaction through customer service..

Learn how to use Customer Service Week to its fullest potential as a platform for employee engagement that fosters a deeper culture of service..

Companies in Europe are enhancing always-on, omnichannel customer service as more and more consumers embrace AI-driven experiences..

In a recent interview with CX Network, Phil Lewis, Managing Director, Corporate Punk and Sherrie Simmons, COO, In STEPPS outlined the necessary steps that need to be taken to fully prepare an organisation for AI..

As we celebrate Customer Service Week, Chip Bell reflects on how we can bring more authenticity to the workplace all year round..

Colin Hay at Puzzel met up with Tony Smith at PCI Pal to discuss how to make compliance and customer experience the perfect match. Here are their thoughts and 3 ways to de-scope your contact centre.

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..