In a career spanning 25 years, Jasmine Gray, Customer Success Team Manager APAC at cloud based telephony company Aircall, has applied her formula for customer success and experience to a …
High quality customer service has always been the hidden hero driving company profits. Yet, delivering excellent customer experience (CX) at the business-to-business (B2B) level is much more complex than B2C. …
Being able to connect and work with other people is critical to successful customer experience and change management. Jane Tyzack, founding Director of Change Playbook, has built her long and …
Since the pandemic, most contact centres have implemented a hybrid working model. And according to research by Observe.ai, the majority (54%) envisage they’ll continue to operate on a hybrid model in …
Delivering a great customer experience is hard. There are so many factors that go into creating a great customer experience including strategy, culture, processes, technology and organisational structure. Customer expectations are constantly rising …
Many CX leaders and executives have diverse backgrounds that encompass a variety of job roles across multiple industries. Such leaders have a deep understanding of how CX impacts or connects …
Organisations are using conversational AI to relieve the pressure on their contact centres while at the same time aiming to improve productivity and service levels. In the past, the performance …
Personalisation today is everything, with most consumers expecting to be recognised and known over the course of each interaction and experience they have with a brand. This has been further …
Exceptional CX is the foundation of business. This statement holds more merit now than ever due to the COVID-19 crisis. Almost overnight, consumers were pushed to change their daily routines, …
It has become accepted wisdom in the CX community for brands to delight or ‘wow’ their customers. But the truth is, delighting your customers may not necessarily build loyalty or …