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Hypergrowth Meets CX Excellence Companies that achieve hypergrowth don’t get there by accident. It’s the result of being laser-focused on bringing an innovative idea to life and expanding the business exponentially. It...
Top CX Trends for 2019 As we kick off a fresh year, customer demands for simplicity, convenience, and personalisation remain as pressing as ever. Meanwhile, CX technology trends are expanding and growing more complex. Omnichannel...
Welcome to the Retail Evolution The retail industry is in a state of flux. Media reports have been quick to label a wave of store closures and the rise of e-commerce as “the retail apocalypse,” but it’s a misleading...
Transform Omnichannel Vision into Reality Omnichannel success has become more than a buzzword—it's the customer experience goal of many businesses. But organizational silos, data integration gaps, and other challenges often...
Collaborate on Outcomes With Proactive Customer Care Solutions Companies need a customer service operations partner who understands their business As customer experience expectations rise, companies need a customer service operations...
Don't Fear Bots in Your Contact Centre Learn how to set up bots and employees for shared success For most industries, it's not a question of if, but when will artificially intelligent bots be integrated into the workforce. At...
Knowledge Management Best Practices How to Convert a Crazy Knowledge Base into an Ordered Information Hub Our 3-step guide will help you improve automated and human processes so associates can access the right knowledge quickly and efficiently. ...
Find ways to better reach small and medium business clients Many large companies are on the lookout for innovative ways to better reach and serve their small and medium business (SMB) clients. After all, SMBs share the same...
Give your car buyer's customer journeys a jump start As the automotive industry continues to see recall increases, original equipment manufacturers (OEMS) and dealers need to respond quickly and responsibly to ensure the...
Asia-Pacific Paves the Road for Digital CX Transformation Blog Post By Arthur Nowak, Sr. Vice President, Asia Pacific When we asked what the future held for customer service in 2020, no one predicted the calamity of COVID-19. The pandemic has...
Cloud-based Omnichannel CX The direct-to-consumer or DTC revolution is upon us. It's created a new generation of disruptive brands, brands that are void of the traditional barriers to entry and thrive on emotional connection and...
Customers have more options than ever before This means that one negative interaction can send a customer straight to a competitor. Establishing a strong relationship from the first interaction is key, but it is equally important to nurture...
CSJ+ In-depth insight on customer experience Take the content off the printed page to go deeper into hot topics and trends facing customer executives around the world. It's a perk reserved only for subscribers of the Customer Strategist Journal.
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A large multi-brand apparel retailer, with over 300 locations nationwide as well as significant internet and catalog sales, had a yuletide dilemma. Between November and December, when its customers were in the shopping mood, standing with credit...
Infographic Meeting the Unprecedented CX Demand Download Infographic
Our Essential Leadership Skills two-day program combines knowledge, data and practical exercises to provide you with the skills to confidently and effectively manage teams. Below are details and course schedules for the Essential Leadership Skills...
Our Coaching Skills for Leaders two-day program combines knowledge, data and practical tools to work with each member of your team to ensure they achieve their maximum potential. Presentation styles are fine-tuned so presenters can inform,...
Our Presentation Skills two-day program combines knowledge, data and practical exercises to provide you with the skills to confidently and effectively communicate to an audience. Presentation styles are fine-tuned so presenters can inform,...