Service

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The consumer journey for luxury brands is a precious alchemy; a slower, more considered layer of interactions than its fast-moving mass-...
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It’s been a turbulent 2017 for the aviation industry. In April in the US, United Airlines was plunged into a PR crisis thanks to its...
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A shift towards a more proactive approach to customer service is gathering pace. Indeed, if the 2017 UK Contact Center Forum Proactive...
A growing number of global organisations are using the Customer Experience Management (CEM) Maturity Model to benchmark their customer...