The author of Be Amazing, The Cult Of The Customer and other books warns against dropping an ‘F-bomb’ that can ruin a CX strategy
Category: Customer Service
The original and the best makeup destroying series on YouTube (and probably everywhere …
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77% of customer service teams are learning new policies and 39% struggle with remote work
Survey data from Kustomer, Evaluagent, Tehner and CGS examines the impact of COVID-19 on agents as well as the consumers they’re supporting
7-Eleven customer experience leader reveals how he helped address one of the chain’s biggest inconveniences
The provider of Slurpees, pizzas and other treats provides an inside look at its ServiceNow implementation at the vendor’s Knowledge 2020 conference
Kustomer CEO predicts machine learning will change customer service expectations and results
Brad Birnbaum suggests COVID-19 will place a greater emphasis on timely responses from agents, who will need better tools
Your COVID-19 preparedness response should probably incorporate these 5 CX to-dos
Tips from Dan Gingiss; a contact centre software acquisition, a CX director introduces himself on camera and more
The Coronavirus-CX connection you knew was coming
Predictions from the CX director at Dentsu Isobar. Plus, Zendesk’s CCO speaks, insights from Knowledge@Wharton and more
CMO survey projects CX spending to climb by a third over the next three years
The Fuqua School of Business makes a forecast. Plus, a recruiter’s take on in-demand CX leadership traits, CX in voice tech, a Citi CX case study and more
Wipro Digital makes a Rational acquisition, the CX-privacy connection and banks’ customer-centric challenges
A curated look at CX news and thought-provoking opinion pieces from around the world
Some examples of CX stories I’ve been telling all along
After more than 20 years in journalism, I’ve reported on a lot of different sectors, but my recent work has led me to focus on customer experience management