Customer Service
Contributor: Ana Brant
Posted: 09/01/2016
The Strengths and Weaknesses of 5 Key Voice of the Customer Channels
Ana Brant, Global Director of Guest Experience and Innovation at the Dorchester Collection of luxury hotels, outlines the pros and cons of some of the most used VOC channels. Almost everyone in the luxury service industry talks about “listening to the voice of the customer”, but listening is not the same as understanding. How you listen, and to wh Full Article »
Posted: 10/25/2016
erie insurance customer experience video
Troy Peterson is the Vice President Customer Care at Erie Insurance. In this interview from the Executive Customer Contact Exchange US he speaks about:How to engage employees in the customer contact strategyEmpowering employees to become business owners as a stepping tool for a great customer serviceWhy digital is an enhancement to the customer str 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 »