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 »
Posted: 11/08/2016
Cath Kidston CX Customer Experience Change Legacy Environment
Karl De Bruijn is de IT Director of British retailer Cath Kidston. At the Customer Experience Exchange for Retail he presented an insightful session on creating a customer experience strategy in a legacy environment. You can watch his full presentation below. Full Video »
Contributor: Zarina de Ruiter
Posted: 03/06/2016
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 »