Customer Service
Insights, interviews and analysis on the skills and technologies that underpin a great customer experience.
Jeff Toister’s top tips for crafting a successful customer culture
February 15 by Melanie MingasJeff Toister tells CX Network about the current state of customer centricity and shares his three steps to creating a great customer culture
Making the business case for contact center transformation
February 15 by CX NetworkDiscover how to deliver significant immediate, mid-term and long-term strategic value from the contact center
Use of WhatsApp by SMEs for better customer service
February 14 by CX NetworkDigs down into the untapped benefits like automation and decreasing repetitive tasks that services like WhatsApp can offer SMEs to increase sales and improve customer service.
Fred Reichheld’s top tips for delivering NPS-boosting CX
January 27 by CX NetworkWhy brands should put employees in a position to enrich customers’ lives, focus on employee feedback and ensure a defined process for prioritization
What is customer journey mapping?
January 27 by CX NetworkCX Network explores the experience design technique of customer journey mapping and how it can be mastered to provide meaningful value for customers
How Delta Airlines is transforming in-flight CX
January 26 by Adam JeffsDelta Airlines CEO shares the airline’s latest CX innovations including free Wi-Fi and interactive and engaging in-flight entertainment
CX Trends 2023: the rise of immersive experiences
January 23 by CX NetworkLearn about the trends that are reshaping CX this year and how your business can act on them
Three real-world factors driving demand for self-service
January 05 by Melanie MingasHow self-service solutions can reduce overheads and improve customer experiences
CX personalization in APAC report 2022
November 30 by Olivia PowellHow to optimize your customer experience offering by introducing personalization
Australia’s spending habits highlight CX focus
November 28 by Ayelet Mendel-GirinAs consumer spending rises down under, Humm Group’s Ayelet Mendel-Girin says responsible lending should be the CX North Star for financial services
The NPS-boosting reinvention of ASOS customer care
November 07 by CX NetworkJoseph Vassie, head of insight and analytics at ASOS.com, tells CX Network about the retailer's customer care upgrade
Upgrading CX: Getting the IT crowd on board
October 21 by Georgia LewisTechnology is playing a bigger role than ever in improving customer experience, so securing the buy-in of the IT team is critical for long-term CX success