Tricia Morris
FEBRUARY 19, 2016
Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Global State of Multichannel Customer Service Report).
Esteban Kolsky
JUNE 23, 2016
How about learning that Customer Experience and Engagement are the most hoped for budgeted projects in Customer Service in 2016-2017 – but cloud, knowledge, employee empowerment, and analytics were the top four that got funded? Isn’t that interesting? Or to know we finally (finally!)
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Eptica
AUGUST 5, 2016
Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Author: Neil Cox While it is widely considered a mature channel, email is becoming more, not less important when it comes to customer service.
CSM Magazine
DECEMBER 2, 2015
This demonstrates that retailers need to ensure that they have the resources and technology in place to deliver fast, accurate service throughout the Christmas season, rather than just around Black Friday. 9% of organised UK respondents had finished shopping, with another 29% having completed over three quarters.
ShepHyken
DECEMBER 19, 2016
Each week I read a number of customer service articles from various online resources. 5 Technologies for Delighting Connected Customers by Vala Afshar. CX Strategies: 48 Experts Reveal the Single Most Effective Way Companies Can Improve the Customer Experience by Angela Stringfellow. Follow on Twitter: @Hyken.
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