MyCustomer

20th Aug 2018
2
M and S

Is M&S wrong to replace switchboard staff with AI?

17th Aug 2018
Blueprint customer engagement

How to build a model for customer engagement

21st Aug 2018
Tick cross customer journey

The do's and don'ts of customer journey mapping

21st Aug 2018
Blog

6 questions to help you implement your CX theories

By
Colin Shaw
Founder & CEO
Customer experience management
13th Aug 2018
Walking in customers shoes

What's it like to walk in your customers' shoes?

10th Aug 2018
Customer service

Why the UK isn't a service-led nation

Trending

13th Jul 2018
Microtargeting

The VoC Guide 2018: Best practices & case studies

Featured Hubs

Industry insights

Read more Industry insights

Last day to enter the ECCCSAs 2018

13th Jul 2018
Did you know that it only takes around an hour to write an ECCCSA nomination and enter the biggest and most prestigious awards in our industry? So...
The European Contact Centre and Customer Service Awards
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The European Contact Centre and Customer Service Awards

MaritzCX Unveils B2B CX Dashboards

11th Jul 2018
London, 11th July 2018 – More than 60% of business-to-business (B2B) organisations consider CX impact and data in their operational decisions*. To...
MaritzCX
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MaritzCX

Winners rave about ECCCSAs with 2 weeks to enter

4th Jul 2018
Co-op says “it’s like winning the Champions League” “These awards have credibility in the customer service industry,” says OVO Energy BGL Group says...
The European Contact Centre and Customer Service Awards
More from
The European Contact Centre and Customer Service Awards

TTEC Recognised by Global Sourcing Association

19th Jun 2018
Company also honoured as Top Performer in Strategic Sourcing London, 19 June 2018 - TTEC, a leading global customer experience technology and...
TTEC
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TTEC

Popular resources

16th Aug 2018

The new era of collaboration in the contact centre

The traditional contact centre (Contact Centre 1.0) is a dated foundation for customer engagement in sales, service and support. So what...
16th Aug 2018

Top reasons for GDPR non-compliance are concerning

May 25 was the beginning and not the end of the GDPR journey. But a large proportion of organisations appear to be thumbing their nose at...
14th Aug 2018

3 ways CX leaders are failing to close the loop

Why are so many businesses failing to address their customers’ feedback? Smart businesses are always on the lookout for ways to ensure...
13th Aug 2018

Reasons why customer journey mapping goes wrong

What are the biggest issues that can undermine the success of your customer journey mapping programme? Customer journey mapping is becoming...
10th Aug 2018
Fake

Infographic: Dealing with fake negative reviews

9th Aug 2018
Emotions measure

Understand employee emotions to unlock great CX

8th Aug 2018
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Smile

3 Cs make employee engagement & happy customers

7th Aug 2018
Lifting rock

Who should lead your journey mapping practices?

6th Aug 2018
thumbs

Infographic: 4 examples of genuinely great service

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What Abraham Maslow teaches us about CX

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How to build a business-to-business CX programme

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Banana

5 deeply flawed service principles

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Data money

Experience data: A new currency for big business

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Measure

What should your sales team be measuring?

30th Jul 2018
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Customer journey
Customer journey mapping: best practices

9 sample customer journey maps to learn from

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Hurdles

The 5 biggest hurdles to customer service success