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 And while getting to the top is no easy task, staying there requires constant vigilance, a willingness to discard outdated tactics and being at ease with the uncertainties that come with change.

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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…

The key to customer service in 2021: daring to be more agile Article

The key to customer service in 2021: daring to be more agile

E-commerce growth in the UK has reached record highs. Across all industries, businesses that invested in improving their adaptability with digital technology are coming out of the pandemic in significantly better shape than their competitors. What lessons can businesses learn?

How CX leaders across industries can flex their agility Article

How CX leaders across industries can flex their agility

Agility was a buzzword even before 2020, particularly in fast-moving industries where changing trends and emerging technologies meant businesses had to constantly stay on their toes

In uncertain times, agility is key Infographic

In uncertain times, agility is key

Agile customer service Article

Agile customer service

Being flexible and acting fast — these two traits have become the focus of companies across…

How agile customer support will boost high growth companies Article

How agile customer support will boost high growth companies

2020 was the year when digital transformation has accelerated at an unprecedented speed. Amongst the companies…

Becoming a future-ready business Article

Becoming a future-ready business

During testing times, nothing is more important than human connection. That is exactly why this particular…

Becoming more agile can start with a small step

Becoming more agile can start with a small step

Widespread lockdowns have been in force around the world, in an effort to limit the spread…

Agility and the total cost of the customer experience Article

Agility and the total cost of the customer experience

Introduction. Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.