Blog

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.

Travel – dealing with a crisis

Published on: October 16, 2019
Author: Tom Walmsley - Business Development Manager

The collapse of Thomas Cook has ruined the breaks of hundreds of thousands of holidaymakers. What does it tell us about customer service in the wider travel industry and how the sector can rebuild trust with consumers? We looked at the latest research and reached 4 key conclusions...

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.

4 ways to drive recognition in your customer service team

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

Recognition means 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.

Why it is time to check your chat solution is meeting customer needs

Published on: August 21, 2019
Author: Steve Nattress

Chat is fast becoming a mainstream channel when it comes to customer service. However, while adoption has increased, so have customer expectations – this post outlines 5 features you should look for from your chat solution in order to drive success.

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