Why you need more than NPS to drive CX excellence

Published on: November 12, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

Customer experience (CX) is critical to business success, meaning measuring customer satisfaction levels is vital. While brands often use Net Promoter Score (NPS), it only goes so far – what are its limitations and how can you go beyond them?

Avoid these 5 CX Leadership Traps!

Published on: November 06, 2019
Author: Guest author - Jeannie Walters

Customer experience leaders can fall into the trap of being “busy,” but not necessarily productive when it comes to making real change at their organizations. Have you fallen into one of these 5 traps?

6 ways to prepare for peak – whatever your industry

Published on: October 31, 2019
Author: Pauline Ashenden - Marketing Manager

Retailers need no reminding that we’re coming up to their busiest time of the year. Being able to cope with demand and deliver the experience that customers expect is central to remaining competitive and delivering the right experience, cost-effectively, means focusing on these 6 areas...

5 ways CEOs can build truly customer-centric organizations

Published on: October 24, 2019
Author: Olivier Njamfa - CEO & Co-Founder

Businesses today are operating in a fast-changing world. They face greater competition than ever before and must transform to meet the changing expectations of customers. This must be lead from the top – here are 5 ways CEOs can successfully build customer-centric organizations.

National Customer Service Week 2019: The 3 key factors behind successful customer service

Published on: October 09, 2019
Author: Pauline Ashenden - Marketing Manager

We’re now partway through National Customer Service Week (NCSW), which runs from the 7th-11th October. While how it is celebrated varies across the globe, there are three factors that unite good customer service - you need to get all of these right if you are to deliver the service and experience that today’s consumers expect.

Could you be doing more to understand your customers?

Published on: October 02, 2019
Author: Pascal Gauvrit - CTO

With National Customer Service Week starting on 7th October, we look at the importance of insight to customer service excellence, highlighting the three areas that brands need to focus on for success...

4 ways to drive recognition in your customer service team

Published on: September 18, 2019
Author: Anne-Merete Jensen - Senior Business Consultant

One of the themes of the upcoming National Customer Service Week is Recognition – ensuring that the efforts of your agents are recognised and celebrated. How can you achieve this? Based on our experience, here are 4 recognition programs that really increase morale for all.

Trust – the embodiment of customer experience

Published on: September 11, 2019
Author: Guest author: Ian Golding

When it comes to the world of customer experience, often the consumer no longer knows who to trust. In this guest post, CX expert Ian Golding outlines the state of trust today and explains how brands can build lasting trust with consumers.

Why customer service is key to building brand trust

Published on: August 29, 2019
Author: Pascal Gauvrit - CTO

As the Summer holidays come to an end, it’s the perfect time to highlight the importance of service and experience to business success. Ahead of National Customer Service Week, we’ll be looking at key areas for customer service, starting with trust.

Pages