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Customer Experience articles

31 March 2021
Customer Experience New

Customer experience teams in 2021 I Harald Henn

Harald Henn paints his vision of the automated call center of the future, and explains how various roles can and should transform to ensure the customer service experience is...

01 March 2021
Customer Experience

Post-Covid Customer Experience Expectations I Harald Henn

Harald Henn explains why customers of today value their service experience more than ever before, and why they’re willing to pay more for it....

22 February 2021
Customer Experience

Customer Service Automation Trends 2021 I Joonas Suoranta

Joonas Suoranta explains how customer service automation is designed to enrich the customer service experience without replacing the human touch....

15 February 2021
Customer Experience

Customer Data Security Trends in 2021 I Flavio Martins

We sat down with cybersecurity specialist, Flavio Martins, who explained to us why data security is a crucial--but often forgotten--aspect of the CX journey....

15 February 2021
Customer Experience

Transparency Trends in 2021 I Flavio Martins

From changing customer needs to advancing transparency technology, Flavio Martins gives us the inside scoop on the upcoming trends in transparency for 2021....

08 February 2021
Customer Experience

Shep Hyken On: How Video Content Can Improve CS (in 2021)

In our chat with Shep Hyken, we discuss how video can transform the customer service world....

01 February 2021
Customer Experience

Shep Hyken On: How AI will improve CX (2021)

Check out our interview with customer service guru Shep Hyken how AI will deepen relationships, predict intents, and increase personalization....

11 January 2021
Customer Experience

Shep Hyken On: How Privacy Will Impact Customer Service (2021)

In an interview with customer service expert Shep Hyken, we discuss the evolving definition of privacy and how it will affect customer service in 2021....

04 January 2021
Customer Experience

Shep Hyken On: How COVID Impacted Customer Service

What does the future of customer service look like after covid? Customer service author and keynote speaker Shep Hyken has some thoughts to share....

16 December 2020
Customer Experience

Shep Hyken On: How to Be Truly Omnichannel (2021)

In an interview with customer service expert Shep Hyken, we talk about how omnichannel will evolve in 2021....

04 December 2020
Customer Experience

Intelligent Virtual Agent Adoption Across Industries (2020)

27 Intelligent Virtual Agent Figures & Statistics...

21 September 2020
Customer Experience

Latest Customer Service Innovations (in 2020)

We round up the most exciting innovations in the customer service industry for 2020....

21 September 2020
Customer Experience

7 Smart Ways To Improve Customer Service (for Telcos)

We sat down with Elisa’s customer service team leader to discuss the smartest ways telcos can improve their customer service experience....

15 September 2020
Customer Experience

How IVAs Will Transform the Customer Experience as We Know It

Intelligent Virtual Assistants (IVAs) are changing the customer experience game. But what are they, and what does their future hold?...

21 August 2020
Customer Experience

How Service Quality Impacts Customer Satisfaction (in Telcos)

Telcos have a lot to think about when it comes to their day-to-day operations...but just how important is the quality of their support service, when it comes to customer...

21 July 2020
Customer Experience

Attributes of Customer-Obsessed Telecommunications Teams

Telecommunications is a fickle, challenging industry -- find out what traits customer service experts agree your agents must possess to keep your customers smiling....

06 July 2020
Customer Experience

How The Customer Service Experience Will Change Post-COVID

We sat down with customer service expert Shep Hyken to find out how he thinks CS has evolved throughout this pandemic, and what that means for CS teams around the world....

23 June 2020
Customer Experience

Reducing Stress on Customer Service Teams During a Crisis

We sit down with customer service author and expert Maxine Kamin to discuss the best strategies for calming nerves and working as a cohesive unit amongst customer support...

16 June 2020
Customer Experience

How To Manage Soft Skills for Customer Service Teams

We sat down with Customer Service author and expert Renée Evenson, to talk about how to instill and improve soft skills amongst your customer service support team....

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