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How to scale a customer success team with a low-touch approach Article

How to scale a customer success team with a low-touch approach

Contribution from Raphael Presberg, Co-founder, Nalia Many B2B SaaS startups struggle with scaling up their CS…

Employee Experience in Europe 2021: Reshaping your employees’ experience for a post-pandemic world Article

Employee Experience in Europe 2021: Reshaping your employees’ experience for a post-pandemic world

2020 has forced companies to keep a laser focus on serving the end customer better and…

Top priorities for IT in the new normal Article

Top priorities for IT in the new normal

There are significant long-term implications for how IT is managed and supported.

Customer expectations have changed. Here’s how to keep up. Article

Customer expectations have changed. Here’s how to keep up.

What customers want and what they get might not always align, but the stakes are getting higher for any business that falls short.

Infographic: Business gets conversational Infographic

Infographic: Business gets conversational

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…

Messaging best practices for better customer service Guide

Messaging best practices for better customer service

Forty-two percent of people worldwide have a smartphone and 87% of smartphone owners use messaging. Let those numbers sink in for a minute.

How agile customer support will boost high growth companies Article

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…

How can European ecommerce businesses thrive in post-pandemic times? Article

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…

How companies can use data and analytics to accelerate growth Article

How companies can use data and analytics to accelerate growth

In today’s competitive retail environment, personalisation and CX need to go hand in hand. In order…

How can European ecommerce businesses thrive in post-pandemic times? Article

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.

Infographic: The Digital Tipping Point Infographic

Infographic: The Digital Tipping Point

How to craft a customer service philosophy that resonates Article

How to craft a customer service philosophy that resonates

Providing exceptional customer service is paramount to building brand loyalty – it’s not enough to have just a great product or service.

Becoming a future-ready business Article

Becoming a future-ready business

During testing times, nothing is more important than human connection. That is exactly why this particular…

Becoming a future-ready business Article

Becoming a future-ready business

During testing times, nothing is more important than human connection.

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.

CX Trends in Europe 2021 (10): High performing support teams boost efficiency by using more workflow tools Infographic

CX Trends in Europe 2021 (10): High performing support teams boost efficiency by using more workflow tools

What has already been shown in our CX maturity report from Oct 2020 has now been…

15 sales incentives that actually work Article

15 sales incentives that actually work

As a sales manager, you have the difficult job of motivating your team month after month.

Supporting your customers starts with supporting your agents Article

Supporting your customers starts with supporting your agents

With customer engagement at a record high, nearly 70% of agents report feeling overwhelmed. Here’s why investing in the wellbeing of your employees benefits your customers too.

How businesses can benefit from omnichannel personalisation Article

How businesses can benefit from omnichannel personalisation

It’s not surprising that most of us switched to online shopping when physical stores shut down…