Philippe Ougrinov
Member Since: 28th Nov 2015
30th Sep 2014
Five steps to successful multilingual customer service campaigns
The world is globalising at a remarkable rate. To give just one indication of this shift, in 2011 32% of UK GDP came from export, up from...
Strategy
9th Sep 2014
What are the biggest trends influencing customer experience innovation?
We all know that ecommerce sales are growing: in the US and Europe by around 16% a year, and in Asia by 26% a year. We are all well aware...
Ecommerce
8th Jul 2014
Eight metrics that matter: How to measure customer service on social media
Social media is transforming customer service. In the past 30 years customer service channels have moved swiftly from letter, through...
Management