The Verdict Is In: Customer Service Isn’t Human Enough
Since the pandemic first began, consumer demand for heightened levels of custome [...]
Six customer experience pitfalls to avoid | McKinsey
Six customer experience pitfalls to avoid To successfully enhance custome [...]
15 Stats About Post-Covid Customer Service
The pandemic threw customer service into the spotlight, even as the industry fac [...]
CX trends for 2022: Comfort, creativity, convergence, change
What can customer experience teams expect in the year ahead? It's not just more [...]
Chatbots vs. conversational AI: What’s the difference?
Today’s businesses are looking to provide customers with improved experiences wh [...]
Announcing ICMI’s Top 25 Thought Leaders of 2022
We are all striving to be better. Whether it’s being better people, better leade [...]
The Secret Ingredients of a CX Led Company Culture
When I talk to organisations around the world about their customer experience st [...]
Forget Competitors, It’s Customers Who Hold the Aces
The reduction in customer engagement, sales volume and value during the pandemic [...]
When Culture Thrives, Customer Experience Will, Too
When Culture Thrives, Customer Experience Will, Too There’s a connection between [...]
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 yo [...]