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Customer Service
Contributor: Annette Franz
Posted: 02/22/2017
Customer Service Employee Experience
CX expert and blogger Annette Franz talks about the importance of a ‘stay’ interview, rather than an exit one, to get a deeper understanding of employee satisfaction and increase engagement in the long-term. There is a clear linkage between the employee experience and the customer experience. We know this, and yet many companies still refuse to ma Full Article »
Posted: 03/09/2017
Fossil Drives Customer Service
Helen Wood is the Managing Director of Fossil Group UK. At the Customer Experience Exchange for Europe she held an insightful presentation about creating all aspects that attribute to a great customer service. Her session covered topics such as how they drive excellent customer service at Fossil, the internal customer service, setting service stan Full Video »
Contributor: Zarina de Ruiter
Posted: 11/08/2015
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 »