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Steakhouse chain is wrong to have a beef with CCOs

Outback Steakhouse parent company Bloomin' Brands announced the role of chief customer officer would be subsumed by its CMO. Bad move?...

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Bloomin Brands Outback Steakhouse has got beef
Management

Customer service complaints at record high

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Complaints at record high in UK
Contact centres

Why it's the worst time for service staff burnout

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Agent burnout undermining customer service progress
Loyalty

How do you fire a customer?

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Fired
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How the world's best CX leaders engage employees

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Cheering leader
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MyC launches study into CX leadership evolution

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Calculate the cost of a customer service chatbot

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When should staff apologise to a customer?

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The inconvenient truth about insurance claims & CX

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Why experience isn't key to great CX leadership

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How digital CX turned GBM into a unicorn

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CX and marketing automation - separated at birth?

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How the world's best CX leaders generate support

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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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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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The essential role of empathy in customer service

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

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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...

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Management

Customer service complaints at record high

The latest findings from the Institute of Customer Service act as a stark warning.

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Complaints at record high in UK
Contact centres

Why it's the worst time for service staff burnout

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Agent burnout undermining customer service progress
Loyalty

When should staff apologise to a customer?

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Any Answers comment Icon 2
Apologise
Loyalty

How do you fire a customer?

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Fired
Engagement

Steakhouse chain is wrong to have a beef with CCOs

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Bloomin Brands Outback Steakhouse has got beef
Sales performance

The new rules of vendor-customer relationships

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Will NPS 3.0 solve Net Promoter Score’s issues?

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Spotify Wrapped uses customer data for personalisation
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The role of service teams in tackling loneliness

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Loneliness epidemic hits customer service and contact centres
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5 things you can do to improve CX for $5 or less

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