Over the past few years’ customer service has undergone a huge transformation. It has never been more important to winning and retaining customers, with more…
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Guest Author: Adrian Swinscoe. Last year I published a new book called Punk CX. It came about due to my frustration with the lack of progress…
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Providing the service that customers are looking for and meeting their increasingly demanding needs is key to business success today. Understanding exactly what customers want…
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This year, thanks to the coronavirus pandemic, Black Friday is likely to be very different. Obviously, the biggest change is that more than ever it…
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Consumers today expect a personalised service that recognises and values them, however they make contact. As part of this, they want organisations to use the…
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In a fast-changing world, organisations need to transform how they operate, breaking down internal barriers between departments to become more agile. While this was true…
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AI Makes It Possible (Blog Series) Key Learnings from Kate Leggett and Steve Nattress Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX”…
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AI Makes It Possible (Blog Series) Constant Learning Improves AI Recommendations Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett,…
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Pandemic lockdowns forced many companies to quickly switch their customer service teams to work remotely, with very little advanced warning. While most organisations managed the…
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AI Makes It Possible (Blog Series) Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Legget, Vice President and Principal Analyst Service Application…
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