The true impact of a holistic voice of the customer (VOC) program doesn’t come from just knowing what your customers…
Read More »Customer Experience
Much has been written about the impact of the pandemic on just about everything, including what it means to be…
Read More »Since the onset of the COVID pandemic, customers have found themselves in completely different circumstances, and support organizations have had…
Read More »We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it.…
Read More »Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human…
Read More »Cybercriminals exposed 2.8 billion consumer data records in 2018. Breaches have given fraudsters an immense amount of data to work…
Read More »Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service,…
Read More »Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for…
Read More »These are the days when disruptive technologies, social networking and 24/7 media are shaping behaviours and expectations. It is also…
Read More »I am old enough to have been involved in the dot.com explosion of the late 90’s. I was working at…
Read More »It is the age of the customer where every experience counts. Companies are beginning to learn and take actions to…
Read More »“Integrating AI into daily call center business operations has the potential to reshape the workplace and provide unimaginable opportunities for…
Read More »“Chatbots can make a big impact now, and as artificial intelligence evolves, your organization should be poised to evolve with…
Read More »“With software, it’s not always easy to separate a CXM solution from other applications intertwined and provided in the same…
Read More »“When used in conjunction with other feedback channels, digital feedback can provide unique insights into the ‘why’ behind the ‘what’…
Read More »Creating meaningful experiences with brands is becoming increasingly more difficult to achieve. The rise of the digital age is forcing…
Read More »“A fundamental element of providing an excellent customer experience is making it easy for customers to get their questions answered…
Read More »Those of you who are music nerds, as I am, probably recognize the sentences below as the first two lines of…
Read More »Running a customer service center, even when outsourced, is expensive. That’s why, for years, executives have been touting the idea…
Read More »It goes without saying that it is necessary to have confidence that the customer insight metrics we use in our…
Read More »Regional customer service professionals are eagerly anticipating the first Middle East CX 2015 Conference (“Real Experts – Real Guidance”) in…
Read More »After one of the slowest and hottest regional summers on record, most organisations are now back into their business groove…
Read More »The INSIGHTS Middle East CX Awards are modelled on the INSIGHTS Middle East Call Centre Awards, the only truly analytical…
Read More »I’ve just had the pleasure of chairing a customer engagement conference. There were some great speakers. One of my favourites…
Read More »EIGHTY PERCENT OF CONSUMERS ARE STILL USING TRADITIONAL SERVICE CHANNELS (PHONE, EMAIL AND IN- PERSON) TO CONTACT A BRAND FOR…
Read More »eXtra increases operational efficiency and cements customer service excellence Altitude Software, a global provider of omnichannel solutions to deliver great…
Read More »If, by chance, you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer…
Read More »Developing a new product feature and enhancing a service through new technology are standard examples of innovation. They are also…
Read More »