Customer Engagement

Prioritizing your customers and strengthening your business are two sides of the same coin. Ask your customers what they want and need first—then find creative, insightful ways to follow through.

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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…

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Why the digital evolution starts with customer loyalty Article

Why the digital evolution starts with customer loyalty

It was Deepak Chopra who said, “All great changes are preceded by chaos.” History has taught…

Infographic: The Digital Tipping Point Infographic

Infographic: The Digital Tipping Point

Business texting for customer service Article

Business texting for customer service

Business texting is using channels like SMS and WhatsApp to deliver personalised, convenient and scalable customer service.

The 5 communication styles customer service agents need to know Article

The 5 communication styles customer service agents need to know

As a customer service agent, having great customer service communication means everything.

Why customer service matters for fintech startups Article

Why customer service matters for fintech startups

Personal finance is so important to consumers that more than one third of Americans check their…

Customer self-service support: why companies need it and how to do it right Article

Customer self-service support: why companies need it and how to do it right

To offer superior support, customer service teams need their systems, tools, processes – and most of all – people to work in harmony.

Businesses get the message about fluid customer service Article

Businesses get the message about fluid customer service

In a world turned on its head by the global pandemic, digital channels are the new…

The year of the digital tipping point – seen from the UK and continental Europe Article

The year of the digital tipping point – seen from the UK and continental Europe

Our Customer Experience Trends 2021 report demonstrates that two-thirds of European decision makers are saying Covid-19…