In this current period of unrest and disruption, both business and customer alike are sure to feel concerned. Whilst the response will vary across industries, customer needs and behaviours will certainly be altered in the upcoming months. Therefore, at this time more than ever, it has become essential for businesses to be aware of the customer journey for real time reactions to the global epidemic. In an ever shifting environment, businesses must be flexible and attuned to the voice of the customer in order to stay ahead of uncharted customer pain points that surface in response to the pandemic. Below we discuss focus points for businesses to surpass customer expectations and maintain innovation in the face of a global shift.
As the Founder and CEO of Helpshift, Abinash Tripathy discusses evolving customer expectations and shares insight into how businesses can prepare for the future of customer contact.
Onno Hoffmann and Dominik Bauersch of Deutsche Telekom, share three actionable tips for successfully introducing a personalised digital service experience into your customer contact centre.
We explore some of the key benefits of introducing chatbots to your customer service experience alongside some of insight shared by Kevin Knowles, Vodafone.
We explore a the key points and actionable takeaways gained from our interviews with CCW Europe's speakers in the lead up to this year's event.
As the kick-off date of the European flagship for the world’s leading customer contact event series nears, we outline the top 10 reasons why you should take the leap to join your peers at CCW Europe.
Maarten Dings, Creative Technologist at CX Company, guides you through the latest developments and provides guidance for identifying how your business should approach its smart speaker strategy.
Claudia Belardo is the Director of International Customer Experience, SAP Concur. Here she shares insight into how the company is working to improve the customer success journey.
Martin Hill-Wilson is a Customer Service, CX & AI Engagement Strategist as well as the founder of Brainfood Extra. Here, he discusses the importance of creating an emotive customer experience.
Dr. Nicola Millard is the head of Customer Insights and Future at BT. Here, Nicola shares some insight into her passion for customer contact and her involvement in the event.
James Dodkins is a ‘Customer Experience Rockstar’. We ask him some question about his passion for customer contact and his involvement in Customer Contact Week Europe.
The first ever CCW Excellence Awards is now accepting applications! It's time to put yourself forward and get the recognition that you deserve.
Petra Mengelt is the Head of B2B Business Relations for Mash Group Plc, here we speak to her about her work in customer contact and involvement in CCW Europe.
Google has made automated customer contact technology an affordable option for small business owners, what can larger organisations learn from this?
With insight from Audible UK's Customer Service Country Manager, we share three actionable tips for making natural, humanistic interactions a reality in your customer contact organisation.
We explore the role of D&I in the world of customer contact and demonstrate how your biggest asset—your people—can set your business apart from the competition.
Uber Eats’ Global Head of Product Design, Andy Szybalski shares how the design team has been ‘inspired' by user feedback to transform the company’s mobile application. We explore the three key takeaways from the announcement.
As the world’s most successful companies, much can be learnt from Amazon's approach to business and customer service. We explore what Amazon’s move to create 3,000 CX opportunities can tell us about customer service in 2019