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Customer Experience articles

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....

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...

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