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Article
5 min read

The key to customer service: 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?

Article
5 min read

What retailers are missing in the digital transformation

Coming out of a pandemic that rocked the retail world, this year’s NRF Converge event focused on dealing with change.

Article
6 min read

Employee burnout: spot the signs and prevent it from happening

Last year, millions of people around the world went from working in their office, going to…

Article
9 min read

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

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The business imperative of supporting your people

            It’s no secret that the workplace has changed quite a bit over the past year.

Article
10 min read

What is WhatsApp Business? Understanding the difference between WhatsApp and WhatsApp Business

Messaging apps have the highest customer satisfaction rating of any support channel and their usage has skyrocketed.

Article
5 min read

Agile customer service

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

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5 min read

The future of customer experience: how VR, AR and 5G are changing customer service

Over the past 15 years, new technologies have entered the market at an increasingly rapid pace…

Article
5 min read

Give your agents the context they need to solve customer problems

When surveyed, more than half of customer service agents said they usually have to switch between different systems to solve a customer request.

Guides and ebooks
4 min read

How To Work Better And Smarter In Customer Service

To ensure your customers are always happy, your service team needs to be happy too. By…

Article
7 min read

Customer Experience (CX) - Taking a customer-first approach

Customer experience is a term you are probably already familiar with if you’re a mid-market or…

Article
6 min read

How to invest in the right CX technology for the future of your business

Achieving business success has always been a balancing act. On one hand, it’s about understanding how…

Article
11 min read

5 sales commission structures: pros, cons and how to choose the right one

Pick the right commission structure to keep sales agents motivated and improve your bottom line.

Article
6 min read

Customer service vs. customer experience: Here’s the difference

Learn the key difference between customer service and customer experience to instantly improve how you serve your customers.

Article
5 min read

Finding the recipe for the new, connected retail experience

To say that 2020 was a challenging year for retail is somewhat of an understatement. But…

Article
4 min read

How to scale a customer success team with a low-touch approach

Contribution from Raphael Presberg, Co-founder, Nalia Many B2B SaaS startups struggle with scaling up their CS…

Article
6 min read

Reshaping your employees’ experience for a post-pandemic world

2020 has forced companies to keep a laser focus on serving the end customer better and…

Article
4 min read

Top priorities for IT in the new normal

There are significant long-term implications for how IT is managed and supported.

Article
6 min read

Customer expectations have changed. Here’s how to keep up.

What customers want and what they get might not always align, but the stakes are getting higher for any business that falls short.