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 And while getting to the top is no easy task, staying there requires constant vigilance, a willingness to discard outdated tactics and being at ease with the uncertainties that come with change.

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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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Shaping an agile culture Article

Shaping an agile culture

In 2020, just 16 per cent of executives said they were confident that their firm’s drive…

Fast, flexible and customer-obsessed: Reimagining agile customer support at scale Article

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…

Real-life lessons from agile customer support organisations Article

Real-life lessons from agile customer support organisations

Creating and maintaining a competitive advantage is a top priority for any organisation. However, as the…

Agile practices (4): Prioritising fast responses with live channels and social messaging Article

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…

Agility in Practice: fast responses and fast resolutions in the UK and Europe Infographic

Agility in Practice: fast responses and fast resolutions in the UK and Europe

Agile practices (3): Customers are turning to messaging. Why aren’t you doing the same? Article

Agile practices (3): Customers are turning to messaging. Why aren’t you doing the same?

If 2020 had a breakout star, messaging would be it. Usage of channels like WhatsApp and…

Agile practices (1):  Building agile support teams Article

Agile practices (1): Building agile support teams

With the world changing at lightning speed, agile support teams are finding ways to quickly adapt…

The agile CX business: From tickets to conversations Article

The agile CX business: From tickets to conversations

A decade ago, the rise of social media pushed communications into the public sphere, incentivising businesses…