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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…

Fast, flexible and customer-obsessed: Reimagining agile customer support at scale Article

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…

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…

How can sales management tools benefit your customers?  Article

How can sales management tools benefit your customers? 

Sales management software is a great way to keep all of your customer data and customer…

Can chatbots make the insurance industry more human? Article

Can chatbots make the insurance industry more human?

When you think insurance, you probably don’t think digital innovation. For most of us, shopping for…

Agility in Action (2): Invest in flexible technology to allow your organisation to meet their customer experience goals Article

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…

Real-life lessons from agile customer support organisations Article

Real-life lessons from agile customer support organisations

Creating and maintaining a competitive advantage is a top priority for any organisation. However, as the…

Agile practices (4): Prioritising fast responses with live channels and social messaging Article

Agile practices (4): Prioritising fast responses with live channels and social messaging

There’s no magic formula for agility. What works for your team (and your customers!), may not…

Agility in Action (1): Make it easy for your customers to help themselves and respond to customer preferences Article

Agility in Action (1): Make it easy for your customers to help themselves and respond to customer preferences

In this first part of our ‘Agility in Action’ series we examine two aspects that have…

What is forum software and how can it benefit customers? Article

What is forum software and how can it benefit customers?

Before there was social media, there were forums. And now there is social media, there are…

Live chat: how can you make it work for your customers? Article

Live chat: how can you make it work for your customers?

Live chat customer support is proven to be an effective way to communicate with customers or…

How to identify customer needs and expectations using data Article

How to identify customer needs and expectations using data

You may think your products or services are the bees’ knees, and you might be right.…

Is a ticketing system the best way to manage customer queries? Article

Is a ticketing system the best way to manage customer queries?

“You are number … twenty-four… in the queue.” We’ve all heard this message after calling a…

How to use knowledge management software to make customer service decisions Article

How to use knowledge management software to make customer service decisions

Knowledge management systems have revolutionised customer services over the past decade. The joined-up, database-driven blend of…

What to look for in your knowledge management system Article

What to look for in your knowledge management system

The knowledge a company holds is a crucial and integral part of its value. Along with…

Benefits and challenges of CRM marketing Article

Benefits and challenges of CRM marketing

We’ve all heard of customer relationship management – or CRM software, as it’s more commonly known.…

A guide to CRM software for small businesses Article

A guide to CRM software for small businesses

As a start-up or a small business, you’ll be starting to build up your customer base…

Agility in Practice: fast responses and fast resolutions in the UK and Europe Infographic

Agility in Practice: fast responses and fast resolutions in the UK and Europe