Building a strong customer-focused service culture

Published on: February 22, 2017
Author: Anne-Merete Jensen

Customer service and customer experience now involves the entire organization, and to be successful companies have to build a strong culture that embraces the right systems, processes and technology to empower staff and ensuring they have meaningful, empathetic conversations with customers. But how do you achieve this?

Moving to the 3Cs model for CX: Conversational, collaborative & cognitive platforms

Published on: February 08, 2017
Author: Olivier Njamfa

Companies and their CEOs understand that the world is changing rapidly when it comes to winning, satisfying and retaining customers. Consumers are now more demanding than ever before, across a greater number of channels, and they increasingly focus on the experience they receive when deciding which companies to buy from.

Capturing emotion for a better APAC customer experience

Published on: January 19, 2017
Author: Vincent Giraud

The original aim of customer service was relatively transactional – a consumer made a query, an answer was provided by the company, the customer was satisfied and the interaction was completed. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty....

Delivering the benefits of customer service outsourcing

Published on: December 14, 2016
Author: Dharmesh Ghedia

Whether it is to add capacity in specific areas, helping expansion into new markets or bringing down costs, outsourcing is a central part of customer service. According to the Everest Group, nearly a quarter of contact center activities across the globe are outsourced, meaning the market is worth $75-78 billion every year.

What’s the state of European customer service?

Published on: December 09, 2016
Author: Neil Cox

Wherever they are in the world, consumers have rising expectations when it comes to the experience they receive from brands. But how does it vary between different countries? To find out Engage Business Media recently surveyed over 3,000 consumers in six European countries (the UK, France, the Netherlands, Germany, Italy and Sweden).

Which retailers will thrive this Christmas and beyond?

Published on: December 02, 2016
Author: Pauline Ashenden

We’re now well into the holiday shopping season, with Black Friday and Cyber Monday behind us but plenty of shopping days to go before Christmas itself. The trading picture so far this year has been mixed, and for many retailers this time of year is make or break time.

Why you need to take a customer-centric view of digital transformation

Published on: November 23, 2016
Author: Pauline Ashenden

Whatever sector they are in businesses are embracing digital transformation, implementing new technologies and ways of working in a bid to differentiate against increasing competition and to get ahead of rivals. However, too often these digital projects can fail to improve the customer experience...

How does customer experience affect sales growth?

Published on: November 16, 2016
Author: Neil Cox

Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line?

Are you joining the dots when it comes to customer service?

Published on: September 01, 2016
Author: Pauline Ashenden

Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query. They also want to be able to seamlessly move channels during the course of a conversation, without having to repeat themselves...

The importance of the Knowledge Manager to customer service success

Published on: July 29, 2016
Author: Dharmesh Ghedia

In my previous blog I outlined how important knowledge is to successfully deliver customer service and how to overcome the challenges of creating a centralized, multichannel knowledge base.Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live. You need to make knowledge a strategic priority

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