Service

When you focus on customer service and the customer experience, you can boost the health of your business. Happier customers mean a better bottom line.

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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…

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Agile retailers reimagine customer service Article

Agile retailers reimagine customer service

Inditex, the world’s biggest fashion group and owner of Zara, has announced in 2020 it will…

Why an AI chatbot should be the gatekeeper to your customer service Article

Why an AI chatbot should be the gatekeeper to your customer service

The best way for your brand to manage and prioritise customer requests is to provide a single entry point to your customer service channels. Learn how

What is knowledge management? Article

What is knowledge management?

Knowledge management (KM) is the process of storing, processing, and sharing organisational knowledge; that is, the…

How to use data to make your customer relationship management more effective  Article

How to use data to make your customer relationship management more effective 

If your business has any contact with customers, then you have a wealth of data at…

Infographic: Employee Experience (EX) at the tipping point Infographic

Infographic: Employee Experience (EX) at the tipping point

Agile leadership for CX organisations Article

Agile leadership for CX organisations

If the past year has taught us anything it’s that change can happen extremely fast. COVID-19…

Shaping an agile culture Article

Shaping an agile culture

In 2020, just 16 per cent of executives said they were confident that their firm’s drive…

Agility in Action (3): Design your team to stay productive through change Article

Agility in Action (3): Design your team to stay productive through change

Whilst becoming agile allows companies to respond faster and better to changing customer trends and benefit…