Tag: Customer service

Harnessing positive friction: an interview with Forrester’s analyst Joana de Quintanilha

A week ago, our team hosted a CX roundtable titled CXM time machine. One of the guest speakers was Forrester’s VP Principal Analyst Joana de Quintanilha. During the talk, she introduced us to her interesting career path and shared glimpses...

How to develop a customer-first mindset?

The CXM team gathered many articles on the importance of CX in today’s world. With this comprehensive guide, we further develop that initiative by providing expert tips on developing a customer-first mindset. Following the economical and societal uncertainty, most brands now...

4 steps to better manage your customer data

Poor data quality can have a negative impact on your business. It can make reporting time-consuming and inaccurate, skew decision making, and make the integration of new business systems and software more challenging, to name just a few unwanted side...

What can customers expect from last-mile delivery over the next five years?

Research shows that online shopping has increased considerably over the last 18 months. According to Statista, in February 2021, 75% of people were shopping online more than in March 2020 pre-pandemic. Demand has risen and so have consumers’ expectations of...

How to build a customer success roadmap?

In the last couple of weeks, the CXM team provided you with a couple of essential guides reflecting on customer experience. This was all part of our initiative to cover the industry basics and further explore the essentials of effective...

Poor customer experience: what’s the real cost?

Time invested in your CX strategy, employee development, and customer loyalty programme may all be for nothing after just one poor customer experience. Can you still afford not to make timely business interventions? Every leader knows that keeping customers happy and...

CX transformation: How to recognize opportunities for change

In this article, our CX star Rebecca Brown explores how to recognize the need for CX transformation. In her unique way, Rebecca will question your beliefs and motivate you to take impactful actions. I’m a firm believer that a consistently...

Communication with customers: Five essential factors

Have you ever observed communication with customers as an outsider? If yes, you are aware of the enormous impact communication has on the overall business performance. Effective communication is doubtlessly at the centre of a memorable customer experience. If a company...

Webinar on the increasing need for speed in customer service

To help businesses explore new demands in the CS industry and prepare for growth, CXM is hosting an insightful webinar in collaboration with Freshworks. They analyzed 107 million support interactions to uncover the elements crucial for delightful customer service. Speed emerged...

How small businesses can compete with big brands using digital channels and live chat

In this article, read how small businesses can compete with big brands and thrive in this overloaded market. The David vs. Goliath fight between small and large businesses has been raging for decades. On the most basic level, large corporations have...