What's the secret to leading a stellar service organisation? According to our latest customer service statistics, it all comes down to AI, automation, and data integration.
Our latest research reveals the top customer service trends as leaders shift their focus from cost-cutting to revenue generation.
When the COVID crisis led to an unexpected rise in call volumes and ticket cancellation, here's how redBus turned things around with its Customer Obsession mantra. Using technology, the company brought down its abandoned call rate from 46% to 2.5%, saw a 60% drop in incorrect refunds, and up its CSAT score by 1.8%. Here's how.
To help your teams, clients, and stakeholders stabilize and transition to the next normal, follow these two strategies to unlock the benefits of resilience.
Innovation expert Geoffrey Moore reveals three paths to innovation, depending on your company’s situation.
Customer service reps face “cancel culture” more and more. Use these EQ coaching tips to increase customer loyalty instead.
The sixth edition of the State of Marketing report presents the insights of nearly 7,000 marketing leaders across the globe, highlighting the strategic priorities, challenges, and technologies that transform the profession.
Commercial real estate firm Cushman & Wakefield has developed guidelines for companies around the world planning a return to their offices, based on learnings from helping 10,000 organisations in China.
Our employees have created a free AppExchange app to help with business continuity. The Salesforce Labs Crisis Response app gives customers a central hub to manage crisis situations. Learn more.
