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Article
8 min read
How to talk to your team about improving your CX
Customer experience is everything. And by everything, we mean that CX is every single feeling a…
Article
6 min read
What is knowledge management?
Knowledge management (KM) is the process of storing, processing, and sharing organisational knowledge; that is, the…
Article
7 min read
How to use data to make your customer relationship management more effective
If your business has any contact with customers, then you have a wealth of data at…
Article
7 min read
CX Maturity: How does your organisation stack up?
If you’re a CX professional, you’ve probably heard it said that the majority of today’s companies…
Article
4 min read
Agile leadership for CX organisations
If the past year has taught us anything it’s that change can happen extremely fast. COVID-19…
Article
4 min read
Shaping an agile culture
In 2020, just 16 per cent of executives said they were confident that their firm’s drive…
Article
4 min read
Fast, flexible and customer-obsessed: Reimagining agile customer support at scale
“Agility is the ability to adapt and respond to change … agile organizations view change as…
Article
3 min read
Agility in Action (3): Design your team to stay productive through change
Whilst becoming agile allows companies to respond faster and better to changing customer trends and benefit…
Article
18 min read
Cold calling scripts: 14 examples, templates, and tips
Cold calling scripts can help you get more leads and reach sales goals. Get tips on how to write effective scripts, and start crafting your own with our free templates that actually work.
Article
3 min read
How can sales management tools benefit your customers?
Sales management software is a great way to keep all of your customer data and customer…
Article
4 min read
Can chatbots make the insurance industry more human?
When you think insurance, you probably don’t think digital innovation. For most of us, shopping for…
Article
3 min read
Agility in Action (2): Invest in flexible technology to allow your organisation to meet their customer experience goals
We previously examined the importance of self-service options and messaging as a way of making it…
Article
5 min read
Real-life lessons from agile customer support organisations
Creating and maintaining a competitive advantage is a top priority for any organisation. However, as the…
Article
5 min read
Agile practices (4): Prioritising fast responses with live channels and social messaging
There’s no magic formula for agility. What works for your team (and your customers!), may not…
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