Hybrid Contact Centre as the Future Contact Centre Model?
When setting up working environments for the new normal, companies also need to keep in…
Leverage Data to Get to Know Your Customer
Data not only goes hand in hand with all the digital tools, but companies should…
Remote Working and Customer Experience Teams
CX teams have been benefiting from remote work environment, as it offers them a chance…
Supporting Customers In Their Digital Journey
While striving to meet their digitalisation goals, companies should not forget, that the continues support…
How to Minimise the Customer Effort?
The automotive industry offers different opportunities how to minimise the effort of their customers –…
Interview With Ulf Michaelis
Best in Class – The strategic improvement programme of Telefónica Germany’s Customer Service & Sales…
What Are the Challenges of Personalisation in the Hospitality Industry?
It is a challenge to provide personalised customer experience at a large scale for most…
Customer Expectations in the Insurance Industry
Today’s customers are more willing to share their sensitive data in exchange for a quick…
Agents Providing Personal Customer Experience Offering Empathy
Let’s not forget, that not only customers have been dealing with the effects of the…
The Return to Pre-Pandemic Demand Levels Is Highly Improbable
The way we live has changed dramatically during the pandemic, and the customer demands of…