Customer Service
Contributor: Ian Miller
Posted: 01/02/2017
7 Tips for Delivering Customer Service Excellence
Can your company or organisation really deliver excellence to your customers? Now, more than ever is the time to try. Customer service excellence is nowhere near as challenging as people think, but an alarming number of companies don’t bother worrying about it. They either don’t understand how greatly it affects their profits, or they just don’t k Full Article »
Posted: 01/03/2017
Disney’s Key to Surprising and Delighting Guests
Bob Simmonds is the Senior Vice President, Worldwide Travel Operations at Disney. In his presentation at the Executive Customer Contact Exchange US he spoke about the guest service at Disney; how they surprise and delight guests at every touch-point through mind-set, magic bands, and more. Watch his full presentation below. Full Video »
Contributor: Zarina de Ruiter
Posted: 11/08/2015
CX Leaders
Interview with Jeremy Strong, Head of Retail Banking Customer Service at Ulster Bank, about the regulatory landscape in Ireland, changing customer expectations and the impact of the pace of technology change.Ulster Bank Group is a wholly owned subsidiary of The Royal Bank of Scotland Group, one of the world's largest banking groups. Jeremy Strong Full Podcast »
Contributor: Zarina de Ruiter
Posted: 07/06/2016
customer service, contact centre, outsourcing, case studies, interviews
The customer service technology, tools and processes have evolved tremendously, accelerating in the last few years, and so have the requirements for your people. But what have been the biggest changes in recent years? And how will this continue to develop? In this report we look at the developments on the people side of customer service (such as ou Full Whitepaper »