Agility in CX
If companies weren't flexing their agility muscles before the pandemic, they certainly are now. In 2020, everything has changed about the way that larger firms do business. And while getting to the top is no easy task, staying there requires constant vigilance, a willingness to discard outdated tactics and being at ease with the uncertainties that come with change.
From transactions to relationships - Four ways to fire up your CX capability today
Yesterday’s businesses saw customer service and experience divisions as expensive cost centres. Today, that view is…
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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…
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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…
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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…
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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…
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