MyCustomer

Loyalty

30th Nov 2021

Peloton and the addictive experience dilemma

Are Peloton and other megatech companies designing addictive habits to the benefit or detriment of their users?

Addictive experience

Engagement

16th Nov 2021

CX Leader of the Year 2021 winner revealed!

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CX Leader of the Year 2021 winner

Voice of the Customer

1st Dec 2021

Insights needs to have a say in CX survey strategy

by

Customer insights surveys

Engagement

2nd Dec 2021

Roundtable: How to respond to the CX megatrends

by

CX megatrends

Loyalty

25th Nov 2021

CX lessons from 2021's biggest brand-builders

by

customer experience action

Engagement

29th Nov 2021

The 5 stories that shook CX in 2021

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Headlines

Loyalty

26th Nov 2021

What Abraham Maslow teaches us about customers

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Teaching

Engagement

24th Nov 2021

3 steps to building better CX governance

by

Cassandra Nordlund and Mike Giblin

Three steps

Contact centres

23rd Nov 2021

Customer service has entered the voicebot era

by

Mouth happy sad

Engagement

22nd Nov 2021

What CX pros can learn from call centre managers

by

Agent voice of employee

Engagement

19th Nov 2021

Why Transport for London is a customer-led pioneer

by

Charlie Dawson and Seán Meehan

Transport for London

Loyalty

17th Nov 2021

Is it ever OK to lie to your customers?

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Lying to customers

How are organisations improving empathy in customer service?

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How are organisations improving empathy in customer service?

Resources

Report

Sponsored

Voice of the contact centre consumer

Download this report for a deep dive into customers' views and expectations of contact centre services...

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Report

Sponsored

2021 experience trends report

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Research

Sponsored

Improving empathy in customer service

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Whitepaper

Sponsored

MyC research: Customer journey management's rise

New

Research

Sponsored

Customer journey mapping research report 2018

Journey mapping

Featured hubs

Engagement

Sponsored

Change management and your CX programme

Customer experience programmes are great at surfacing ideas and outlining actions. But implementing and sustaining effective CX change is hard! To...

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MyCustomer

change management

Channels

Sponsored

The role of AI in creating human-centred customer service

The role of AI and machine learning has taken on extra significance in customer service, since the COVID-19 pandemic. With many businesse’s staff and...

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AI human customer service

Loyalty

Sponsored

Corporate social responsibility and the customer experience

As a society, we are becoming more sensitive to global issues such as the environment and the damage that 'big business' is perceived to be causing...

By

MyCustomer

Corporate responsibility

Engagement

Sponsored

The essential role of empathy in customer service

With the pandemic dialling up the levels of anxiety and stress for customers, it has never been more important that organisations show them empathy...

By

Genesys

Empathy heart

Engagement

Sponsored

The CX leadership toolkit

65% of c-level executives rank improving customer experience as their most important overall business objective. Yet studies indicate that many...

By

CX Leader of the Year

Toolkit

Management

Sponsored

Delivering customer service during COVID-19

With the coronavirus pandemic forcing large numbers of staff to work from home, customer service and CX leaders must ensure that their teams remain...

By

MyCustomer

Corono virus hub

Digital events

Webinar

19th Nov 2021

How are CX leaders responding to the customer experience megatrends - and how are they preparing for 2022?

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Webinar

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How to use contact centre insights to improve CX performance

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How to use contact centre insights to improve CX performance

Webinar

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How to ensure your digital-first service strategy is also customer-first

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Industry insights

Read more Industry insights

The European Contact Centre and Customer Service Awards

25th Nov 2021

The ECCCSA 2021 winners are announced

The winners of the largest and most credible awards programme in Europe dedicated to the customer contact industry were announced Tuesday evening in...

TTEC

24th Nov 2021

TTEC EMEA wins a Gold award at the ECCCSAs

TTEC, one of the largest global customer experience (CX) technology and services innovators for end-to-end digital CX solutions, today announced it...

eGain

16th Nov 2021

Marquee eGain client bags KM World Reality Award

Sunnyvale, CA (November 16, 2021): eGain Corporation (NASDAQ: EGAN ), a leading cloud platform provider for customer engagement automation, today...

eGain

3rd Nov 2021

eGain CEO to keynote at knowledge management event

Sunnyvale, CA [November 2, 2021): eGain Corporation (NASDAQ: EGAN ), a leading cloud platform provider for customer engagement automation, today...

TTEC

3rd Nov 2021

TTEC Wins an Award at GSA Professionals Awards

London, 3rd November, 2021: TTEC Holdings, Inc. (NASDAQ: TTEC), one of the largest, global CX (customer experience) technology and services...

eGain

1st Nov 2021

eGain Knowledge Hub for Genesys™ now available

Embedded in the Genesys Cloud CX™ platform, eGain Knowledge Hub for Genesys™ delivers proactive knowledge and AI conversational guidance to empower...

Trending

Engagement

2nd Dec 2021

Roundtable: How to respond to the CX megatrends

Customer experience management is being influenced by several significant trends - but how should CX leaders respond?

by

CX megatrends

Loyalty

25th Nov 2021

CX lessons from 2021's biggest brand-builders

by

customer experience action

Voice of the Customer

1st Dec 2021

Insights needs to have a say in CX survey strategy

by

Customer insights surveys

Engagement

29th Nov 2021

The 5 stories that shook CX in 2021

by

Headlines

Engagement

17th Nov 2021

6 CXLOTY applicants scoop special awards

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cxloty

Technology

15th Nov 2021

How will checkout-free tech affect retail CX?

by

New checkout-free shopping from Tesco GetGo

Contact centres

12th Nov 2021

Call centre success relies on expertise in failure

by

Suzette Meadows

Failure

Engagement

11th Nov 2021

Who should lead your journey mapping practices?

by

Journey mapping leader

Strategy

10th Nov 2021

Are your older customers being misrepresented?

by

Are older people misrepresented?

Sales performance

9th Nov 2021

Why is CRM still failing so many organisations?

by

CRM fail

Engagement

8th Nov 2021

6 questions CEOs ask before CX transformation

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CEO CX questions

Engagement

5th Nov 2021

Free global CX benchmarking service launches

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graph benchmarking

Loyalty

4th Nov 2021

The hard truth about moments of truth

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eye insight

Engagement

2nd Nov 2021

How can you help customers with their eco-anxiety?

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Eco-anxiety

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