Customer experience
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Article
8 min read
How to talk to your team about improving your CX
Customer experience is everything. And by everything, we mean that CX is every single feeling a…
Article
7 min read
CX Maturity: How does your organisation stack up?
If you’re a CX professional, you’ve probably heard it said that the majority of today’s companies…
Article
4 min read
Fast, flexible and customer-obsessed: Reimagining agile customer support at scale
“Agility is the ability to adapt and respond to change … agile organizations view change as…
Article
3 min read
Agility in Action (2): Invest in flexible technology to allow your organisation to meet their customer experience goals
We previously examined the importance of self-service options and messaging as a way of making it…
Article
5 min read
Real-life lessons from agile customer support organisations
Creating and maintaining a competitive advantage is a top priority for any organisation. However, as the…
Article
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
4 min read
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…
Article
4 min read
How can European ecommerce businesses thrive in post-pandemic times?
The meteor strike that was COVID-19 at the start of 2020 sent shockwaves across the retail…
Article
4 min read
How can European ecommerce businesses thrive in post-pandemic times?
The meteor strike that was COVID-19 at the start of 2020 sent shockwaves across the retail industry.
Article
4 min read
How businesses can benefit from omnichannel personalisation
It’s not surprising that most of us switched to online shopping when physical stores shut down…
Article
4 min read
Towards a digital-first world? The reset of the economy in Europe
After over a year living with Covid-19, this milestone sees us looking for signs of a…
Article
1 min read
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…
Article
4 min read
Ways to innovate into 2023 – and beyond
Let’s be honest. The way in which we operated at the start of 2020 will never…
Article
7 min read
Customer experience management advice from the pros
Stories of great customer experiences often go viral because they’re exceptional outliers. An airline saves the…
Article
7 min read
Through the CIO lens: 5 important CX trends for 2020
Discover more CX trends that we're seeing in 2020 and find out how CIOs are in a unique position to drive their organisations towards customer centricity.
Ebook
1 min read
Fairness in the customer relationship
Win with fairness—strengthen your customer relationships. The concept of fairness is essential to the relationship between consumers and companies.
Ebook
1 min read
Cultivating customer loyalty by supporting choice making
Every customer likes to choose from a wide array of options, right? Well, maybe not.
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