Contributor: Sheryl Kingstone
Posted: 05/30/2016
Customer Experience | Digital Transformation
Sheryl Kingstone is a Research Director at 451 Research, and in this article she looks at the relation between customer experience and the digital transformation, and where the biggest opportunities for organisations are today. Businesses are struggling with adjusting to empowered customers and their demands. There are changes businesses must embr Full Article »
Contributor: Zarina de Ruiter
Posted: 06/14/2016
Sachin Kumar Das is the Vice President (National Head Customer Service Mobility Operations) of Aircel, one of India’s leading innovative mobile service providers. At the CEM Telecoms Global summit in London, CX Network caught up with him to discuss customer experience challenges in the India telecoms industry, investment priorities in the near fut Full Video »
Contributor: Zarina de Ruiter
Posted: 03/06/2016
CX Leaders
Interview with the Customer Service Director at FinTech company Euroloan Group about optimising call centre outsourcing, employee engagement, and customer complaint management.Petra Mengelt is the Customer Service Director at Euroloan Group PLC where she is an advocate of involving all organisational layers to participate in customer experience. 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 »