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Customer experience articles

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....

26 May 2020
Customer experience

How to Form Customer Obsession Habits with your eCommerce Team

Fostering customer obsession amongst your eCommerce team isn't easy. That's why it's important to build habits that keep the focus on the customer. Here's how....

18 May 2020
Customer experience

Fostering Customer Loyalty in eCommerce

Loyal customers are the most valuable customers. Find out trade secrets for creating loyalty and membership programmes for eCommerce brands....

14 May 2020
Customer experience

Hiring and Onboarding Customer-Obsessed Agents in eCommerce

Building customer obsession into your company starts from the ground up, and that begins with your hiring decisions and onboarding procedures. In this article, you'll...

12 May 2020
Customer experience

A Window into The Future of Conversational Commerce

We sat down with Chatbot and C-Commerce expert Yoav Barel to talk about how conversational commerce will shape our world in the coming years....

16 April 2020
Customer experience

When Your Team Resists Digital Transformation

We sat down with Change Manager Jerina Hardy to get the full run-down of her digital transformation change management process....

06 April 2020
Customer experience

Why Customer Service Agents Are True Heros Of Your Company

Meet Indira -- a superhero dressed in customer service agent clothes....

26 March 2020
Customer experience

Less Stress, More Success: How to Deal With Workplace Stress

Let’s face it -- the modern contact centre is a hotbed for stress....

19 March 2020
Customer experience

Augment + Automate: The Latest Approach to Customer Service

The evolution of customer service has been far from linear. In ancient times, if you had a problem with a product or service, you simply went back to the vendor and...

20 February 2020
Customer experience

Mastering Multilingual Customer Service

It’s possible to master multilingual customer service with some less expensive, and quite effective steps that will allow you to test your new market without the risk. Here’s...

06 February 2020
Customer experience

How to Improve Efficiency Whilst Elevating High-Class CX

There’s a reason why Finnair has been ranked as Northern Europe’s top airline for nine consecutive years. The airline is well known for their stellar customer service -- and...

29 January 2020
Customer experience

Empower Your Team to Deliver the Best Customer Service

Cultivating an environment that inspires a love for their work in your employees is the number one way to improve your customer experience -- no matter how difficult these...

16 January 2020
Customer experience

How to Provide 24/7 Customer Service Without Increased Costs

In today’s fast-paced world, customers demand stellar customer service at any time of day, on any day of the week. We introduce the six best ways to offer 24/7 customer...

19 December 2019
Customer experience

How to Use NLU to Delight Your Customers

NLU lends itself naturally to improving the customer experience. Your customers produce a large amount of data through interactions with your website. This data can be...

12 December 2019
Customer experience

The Experience Economy

Experiences, you see, are inherently personal. No two are the same. But what does that really mean, and how does it affect you and your business?...

18 November 2019
Customer experience

What Spaghetti Sauce Can Teach You About Customer Experience

Chances are, you think you know your customers, but you actually don’t. Here are some tips on how to get to know them better. ...

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