With insights from more than 3500 service leaders and agents across the globe, our latest State of Service Report identifies the key challenges associated with building a future-ready, consistent customer experience.
Today, the customer holds all the aces. They want everything and they want it now. And that’s fair enough. It’s our job as business leaders and innovators to provide them with everything they want and more.
A woman calls into a car company for help with the car she just purchased because the seats aren’t adjusting properly when installing her childrens’ car seats.
Customer service is any interaction, online or off, that a customer or prospect has with your company. It includes the entire experience, from initial contact to final sale and beyond.
Customer service hasn’t just changed — it has undergone a dramatic transformation. New research into the latest trends identify exactly what organisations need to know about what that transformation looks like and how to be ready for it.
Customer service has entered a new omnichannel era, with customers using a range of channels to connect. Hence, the customer service charter needs a rewrite.
The key to improving your customer experience (CX) lies in ensuring your employees have a good experience (EX).
The digital age has brought about an accelerated pace of change, and it’s no secret many organisations are struggling to keep up. Technology is changing fast, market turbulence is the norm, and customer’s…
The future of banking is built on digital platforms, and customer trust will be gained through digital experiences.
Self-service portal design can be a tricky process. These tips will help you create the self-service experience your customers expect.
