Trending

What's hot in customer experience and customer service?

Latest stories Page 2

Google Business Messages: 3 best practices for customer service teams Article

Google Business Messages: 3 best practices for customer service teams

Meet customers where they are and build stronger connections with them through Google Business Messages.

How to use Apple Messages for Business for customer service Article

How to use Apple Messages for Business for customer service

Use Apple Messages for Business to connect with customers on the Apple devices and platforms they use every day.

How to use Facebook chatbots to improve customer service Article

How to use Facebook chatbots to improve customer service

Facebook chatbots are your secret weapon on Messenger.

How to use Facebook Messenger for customer service Article

How to use Facebook Messenger for customer service

Not all lockdown trends stick – if your sourdough expired weeks ago, you’re not alone. But…

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…

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…

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 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

Agile practices (3): Customers are turning to messaging. Why aren’t you doing the same? Article

Agile practices (3): Customers are turning to messaging. Why aren’t you doing the same?

If 2020 had a breakout star, messaging would be it. Usage of channels like WhatsApp and…

Agile practices (2): Agility starts with self-service Article

Agile practices (2): Agility starts with self-service

Agile companies are pouring resources into online help centres, and with good reason. Content reflects the…

Agile practices (1):  Building agile support teams Article

Agile practices (1): Building agile support teams

With the world changing at lightning speed, agile support teams are finding ways to quickly adapt…

Agile omnichannel strategies for the post-pandemic era Article

Agile omnichannel strategies for the post-pandemic era

What already emerged as a trend in the communication between companies and customers in 2020 has…

The agile CX business: From tickets to conversations Article

The agile CX business: From tickets to conversations

A decade ago, the rise of social media pushed communications into the public sphere, incentivising businesses…

The key to customer service in 2021: daring to be more agile Article

The key to customer service in 2021: daring to be more agile

E-commerce growth in the UK has reached record highs. Across all industries, businesses that invested in improving their adaptability with digital technology are coming out of the pandemic in significantly better shape than their competitors. What lessons can businesses learn?

What retailers are missing in the digital transformation Article

What retailers are missing in the digital transformation

Coming out of a pandemic that rocked the retail world, this year’s NRF Converge event focused on dealing with change.

How CX leaders across industries can flex their agility Article

How CX leaders across industries can flex their agility

Agility was a buzzword even before 2020, particularly in fast-moving industries where changing trends and emerging technologies meant businesses had to constantly stay on their toes

In uncertain times, agility is key Infographic

In uncertain times, agility is key

Agile customer service Article

Agile customer service

Being flexible and acting fast — these two traits have become the focus of companies across…