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7 min read
How to lead a digital transformation
With both customers and employees embracing the digital economy, more and more businesses are pursuing digital transformations.
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10 min read
What is social selling? Definition, index and examples
Build brand credibility and customer relationships online through social selling.
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12 min read
Aligning sales and customer service: how and why
Drive profits and transform your brand by breaking the silos between your sales and support teams. It’s easy, and it’s essential.
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6 min read
Top ways to drive collaboration between support and development teams
Collaboration between CSAs and developers can be difficult at best – and a blocker at worst – which can have disastrous impacts on customer support success metrics. But there's a better way.
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7 min read
Bringing empathy to product design
There’s never been a better time to understand our customers. We have access to gazillions of…
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7 min read
Connecting your CX and marketing strategy
There’s more to a brand than its latest advertising campaign and tagline. It’s also how you…
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5 min read
What does digital trust look like today?
Building customer trust is never just a one-off job. Hear how Charles Schwab leveraged customer data over the past year to provide customers with services they both needed and wanted.
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9 min read
6 proven sales techniques that’ll help you turn more leads into customers
Close more deals with these tried-and-tested tactics that experienced salespeople use day in, day out.
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4 min read
Grocery shopping 2.0: The rise of quick commerce and the challenges for CX
During the past couple of years as we found ourselves homebound due to various Covid lockdowns…
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8 min read
Social media tools that can improve your customer service strategy
While you’re likely already using social media as part of your marketing strategy, you might not…
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4 min read
Why we’re all part of the diversity journey
2020-2021 was the perfect storm of crisis. Injustice and the pandemic uncertainty made us all pause,…
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4 min read
The challenges of modern CX in financial services
On 1 October JP Morgan launched its new digital retail bank in the UK. As one…
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4 min read
How innovative digital strategies are helping luxury brands take high-end service online
We are all living in a time of profound change, but the Covid-19 pandemic has hit…
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5 min read
How customer experience is helping payment companies and digital banks to differentiate
As consumers, we are living our lives through technology – and increasingly mobile technology at that.…
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4 min read
How insurtech disruptors are teaching the industry a valuable lesson in customer experience
There’s nothing like living through a global pandemic to put insurance firmly front of mind. Capgemini’s…
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4 min read
Rising above the average: Modernising CX in Financial Services
The Financial Services industry is a highly dynamic and challenging environment, as seen in part 1.…
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3 min read
Why social messaging is the future of customer experience
Challenged on the highly detailed nature of her requests to someone who is serving her, Sally…
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