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Customer Experience articles

19 January 2021
Customer Experience New

Flavio Martins On: Managing Customer Data Securely

Cybersecurity expert Flavio Martins talks about the importance of securing customer data and trends in data security for customer service in 2021...

11 January 2021
Customer Experience New

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....

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....

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