Will Customers of the Future Need Customer Services at All?
Providing a more personalised omnichannel experience during each unique visit. What new ways of data…
How Crucial Is It to Speak and, More Importantly, Listen to Your Customers?
Capture customer feedback in the places you are not asking for it and welcome innovation…
How Have Customer Expectations Been Shifting Over the Years of Pandemic?
What CX strategy improvements should be made to build a strong connection with the new…
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…