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Customer Service

155 results
of 15
Contributor: Zarina de Ruiter
Posted: 08/22/2017
The global state of customer experience 2017
The biggest CX trends, challenges and investment priorities for the next 12-18 months With The Global State of Customer Experience 2016 being the most popular of CX Network’s reports last year, we conducted our in-depth research for the second year running through a comprehensive annual survey. We gauged the views of global customer experience lea Full Content »
Contributor: Rob Walker
Posted: 07/19/2017
What role will AI play in the future of customer experience?
Artificial intelligence is a real industry buzzword right now, but what are the true challenges and opportunities within this field for CX? Artificial intelligence (AI) is the term on everybody’s lips at the moment, having moved in recent years beyond the realms of science fiction into mainstream consciousness. Companies everywhere are seeking to Full Content »
Contributor: Colin Shaw
Posted: 05/30/2017
How great leadership drives employee engagement
It’s tough to get employees engaged, but when you do it’s worth its weight in gold. CX expert and blogger Colin Shaw shares how he achieved this A number of years ago, back in my corporate career, I was asked to take over 20 call centres. The previous manager had been asked to move on, with good reason; he was a very poor leader. He thought manage Full Content »
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 Content »
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 Content »
Contributor: Dawn Cronogue
Posted: 01/30/2017
Agent Engagement Contact Centre
Dawn Cox, CX Network Advisory Board member and Customer Service Director at Staples, shares her advice for improving agent engagement and retention in today’s contact centre. Over recent years, due largely to economic uncertainty, customers are placing ever greater importance on trust and ease of doing business with an organisation. Having advisor Full Content »
Posted: 01/18/2017
Air Berlin Customer Contact Journey
Air Berlin is Germany's second largest airline. They currently work with a number of outsourcing partners, and are amid an important transformation process. Through the implementation of new technologies and processes, the airline will improve customer interactions and make their contact centre landscape leaner and smarter. Customer Contact Week E Full Content »
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 Content »
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 Content »
Posted: 12/13/2016
Sears Transformational Customer Service Journey
Steve Adamson is the DVP Member Services Organisation at Sears. In his presentation at the Executive Customer Contact Exchange US he talks about changing customer expectations, and Sears’ journey to transforming their customer service to keep up with the changing landscape, including the rise of self-service and automation. Full Content »
Contributor: IQPC Editorial Team
Posted: 11/28/2016
Customer Insight Data Analytics Multi-Channel Contact Centre
We are in a new age of the contact centre. We’re living in a multi-channel world where the customer has never been more vocal and digital channels provide a platform for constant feedback – both positive and negative. But what does this new environment mean for quality assurance (QA)? How do you define quality in this fast-paced digital age and ge Full Content »
155 results
of 15