News
Startups that invest in customer experience are best performers
Zendesk released its Startups CX Benchmark Report, documenting how startups that invest in customer experience outperform their peers. Read more…
customer service
Features
The ‘new normal’ in aviation is about customer service, reassurance
With COVID-19 ravaging the aviation industry, airports worldwide are reining in costs and halting new spending, except in one area – Read more…
Views
Automation leads to excellent BSS and excellent customer service
Excellent customer service depends heavily on effective business support systems (BSS). And a big part of that is excellent billing Read more…
Views
Automation means smooth operations, which means happy customers
Ask a COO what is going to transform his role in the next year or so, and the likely answer will be automation. Read more…
Views
Transforming the customer experience into a digital profit centre
Even before COVID-19 changed everything, automation and the focus on providing the best possible customer experience was on the rise. Read more…
Off the Wire
Adobe, ServiceNow pair their customer service software to improve apps
Adobe and ServiceNow will make their software systems work together in an effort to improve apps used by customer service representatives. Read more…
Views
In telecoms the nice guy just might come first, not last
The telecoms industry is learning how to be the nice guy, and there is a reason. It is about leveraging loyalty and trust. Read more…
Off the Wire
Great customer service now demands social commerce
Thus in our opinion the need for Social Commerce is on the rise and should not be underestimated. Read more…
Views
Customer experience technology is worthless without common sense
Worldwide spending on customer experience technology will be $508 billion this year, (per IDC). This will increase to $641 billion in 2022. Read more…
Views
Chatbots set to skyrocket – goodbye customer service
Juniper Research’s predicts that AI based chatbots are set to have 22 billion interactions in retail alone, by 2023, just four years away. Read more…