Contributor: Annette Franz
Posted: 07/20/2016
Impact of Partnership on Omni-Channel Customer Experience
CX expert Annette Franz asks: Are you considering all of your channels when you think about the omni-channel experience? A couple months ago, I wrote about improving the omni-channel experience to reduce customer effort. In my closing statement, I mentioned that I'd write about a channel that you may not think about when you’re making the transiti Full Article »
Contributor: Tania Silva-Jones
Posted: 08/09/2016
eBay Key Elements For a Great Customer Service Strategy
Jean-Marc Codsi is the VP Global Customer Experience at eBay Inc. At the Executive Customer Contact Exchange UK he was interviewed about:The three key elements of a great customer service strategy; innovation, consistency and simplicityHow to stay ahead of the disruptors within the retail industryCreating a customer base that is loyal and trust the Full Video »
Contributor: Zarina de Ruiter
Posted: 06/07/2015
CX Leaders
Kevin Thompson, Vice President Customer Experience and Development at the luxury retailer, discusses his approach to delivering a world-class CX. Last week we published our first podcast, with YO! Sushi's People Director, Suresh Banarse. He told us all about how the company ensures a great customer service through their culture, recognition Full Podcast »
Posted: 09/05/2016
Multi-Channel Connecting Customers to a Deeper Conversation
How to communicate through multiple channels for greater engagement and retention. In our digital age there has been a lot of talk about the importance of engaging with your customers on their preferred communication channel. But there has also been limited clarity on how to proceed in a way that both simplifies your efforts and best leverages your Full Whitepaper »