Six customer experience pitfalls to avoid | McKinsey
Six customer experience pitfalls to avoid To successfully enhance customer experience, compa [...]
15 Stats About Post-Covid Customer Service
The pandemic threw customer service into the spotlight, even as the industry faced challenges along [...]
CX trends for 2022: Comfort, creativity, convergence, change
What can customer experience teams expect in the year ahead? It's not just more of the same. We exp [...]
Chatbots vs. conversational AI: What’s the difference?
Today’s businesses are looking to provide customers with improved experiences while decreasing serv [...]
The 4 Pillars of Successful Digital Transformations
Despite years of discussion, understanding what digital transformation means for established compan [...]
Announcing ICMI’s Top 25 Thought Leaders of 2022
We are all striving to be better. Whether it’s being better people, better leaders, or better organ [...]
The Secret Ingredients of a CX Led Company Culture
When I talk to organisations around the world about their customer experience strategy, it is often [...]
Forget Competitors, It’s Customers Who Hold the Aces
The reduction in customer engagement, sales volume and value during the pandemic is making brands r [...]
When Culture Thrives, Customer Experience Will, Too
When Culture Thrives, Customer Experience Will, Too There’s a connection between customer experienc [...]
Ways Proactive Customer Service Can Lead to Customer Retention and Growth
Picture this – you are at a shop picking oranges. The shopkeeper calls out to you and asks you to n [...]
How to Incorporate Service Design for Digital Transformation
Working for an established organization, you’d like to introduce and successfully implement meaning [...]
5 Skills Contact Center Employees Need Beyond Empathy
Call-center employees have rightfully been heralded as the superheroes of customer experience, work [...]
