6 Customer Service Experience Trends to Watch in 2022
As customer expectations continue to evolve, customer service trends are adaptin [...]
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 [...]
The 4 Pillars of Successful Digital Transformations
Despite years of discussion, understanding what digital transformation means for [...]
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 [...]