Tag Archives: customer service

Webinar: Customer Service – Staying One Step Ahead

On Wednesday this week I’ll be participating in a Webinar focused on how customer service is changing and how companies with expertise in delivering a great customer experience (CX) are developing a new role as partners to their clients. The … Continue reading

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Webinar: Customer Service – No Longer Just A Commodity

On Wednesday this week I’ll be participating in a Webinar focused on how customer service is changing and how companies with expertise in delivering a great customer experience (CX) are developing a new role as partners to their clients. The … Continue reading

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The Customer Journey Is More Complex Than Ever

Last week saw the annual Execs in the Know Customer Response Summit take place in Austin, Texas. I was not able to attend, but I know that several of my colleagues from Teleperformance USA were there and Amit Shankardass was one of the speakers … Continue reading

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Great CX Is Not Just A “Nice To Have” Strategy – It’s Essential

Two years ago the Harvard Business Review (HBR) published a detailed analysis on how to quantify the value of the customer experience (CX). Their research showed that across different industries and business models it could be demonstrated with hard data … Continue reading

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Will Drones Transform Customer Delivery Expectations?

Can you remember back to December 2013 when Amazon announced that they were exploring the idea of drone deliveries? Many people thought that Amazon was joking. Others thought that it was a publicity stunt. The announcement got endless media coverage … Continue reading

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Scammers chasing customer data on social media

A recurring theme for everyone involved in managing the customer experience is how the number of channels used has dramatically increased in the past few years. Social networks and now mobile chat channels are increasing the ways that customers can … Continue reading

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Invest in CX To Keep The Customers You Already Have

The industry analyst Gartner says that, based on their research, the customer experience (CX) is now the top priority for 89% of business executives. As I wrote in one of my recent blogs, there is research that shows this focus … Continue reading

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