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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The psychology behind customer engagement with surveys Article

The psychology behind customer engagement with surveys

Survey design psychology is a complex field, looking not only at the way your survey appears…

Contact centres vs call centres: what is the difference? Article

Contact centres vs call centres: what is the difference?

Are you unsure whether to invest in a contact centre or a call centre to help…

Finding the recipe for the new, connected retail experience Article

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…

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…

How important is customer service? Understand how it affects your business’s results Article

How important is customer service? Understand how it affects your business’s results

What is customer service and how important is it? Empathy, transparency and personalisation will help you win over user 4.0.

Millennials vs. Gen Z: how their customer service expectations compare Article

Millennials vs. Gen Z: how their customer service expectations compare

Millennials and zoomers will soon become the two largest consumer groups in the country. Companies hoping to earn their brand loyalty should study their differing customer service expectations and preferences.

The 8 best FAQ page examples (and how to make your own) Article

The 8 best FAQ page examples (and how to make your own)

An FAQ page should be part of your team’s investment in customer self-service. Get inspired to create your own with these FAQ page examples from well known brands.

Shifting consumer sentiment pushes shoppers towards digital in a post-Covid world Article

Shifting consumer sentiment pushes shoppers towards digital in a post-Covid world

It’s been recorded that 2020 was the worst year for many economies around the globe. Europe’s…

Customer support: Why is it an essential service for the relationship between the user and the company? Article

Customer support: Why is it an essential service for the relationship between the user and the company?

What is customer support and how does it work? The benefits of a service designed to bring customers and companies closer together.

How 3D visualisation can drive superior customer experiences Article

How 3D visualisation can drive superior customer experiences

Guest blog from Safwen Bouali, Founder and CEO, Third Design With the crisis of 2020 our…

CX trends 2021 in the tech and software industries: Towards a new era of customer engagement? Article

CX trends 2021 in the tech and software industries: Towards a new era of customer engagement?

Europe’s tech sector is now worth four times what it was five years ago as some…

What is customer engagement and how is this metric important to your company? Article

What is customer engagement and how is this metric important to your company?

Find out what customer engagement is, how this metric is important, and discover three benefits of applying it in your company.

How to engage customers: 4 techniques to strengthen your customers’ relationship with your brand Article

How to engage customers: 4 techniques to strengthen your customers’ relationship with your brand

Understand what customer engagement is, the advantages of investing in such strategies and 4 techniques on how to engage customers.