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Service
Channels
Channels
2nd Aug 2017
0
Refresh point-of-purchase: Tips from luxury brands
20th Jul 2017
0
The proactive customer service guide
How will IT trends shape proactive service?
17th Jul 2017
0
Do emojis have a role in live chat support?
10th Jul 2017
eBook: Why omnichannel is no longer optional
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18th May 2017
1
Human vs digital
5 brilliant chatbots and what they teach us
15th May 2017
1
Human vs digital
When & why do chatbots make a mess of service?
Trending
Management
6 steps to monitoring your customer service
Engagement
9 sample customer journey maps to learn from
Engagement
Crack your CX strategy: 1 question you must ask
Management
Making internal customers look after external ones
Engagement
Examples & techniques of customer journey mapping
Management
The 20 funniest customer service stories
29th Jun 2017
0
The proactive customer service guide
6 examples of great proactive customer service
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Popular resources
10th Aug 2017
Webinar with Brian Solis: Employee engagement
Rant & Rave
7th Aug 2017
How to approach data in a post-GDPR world
Royal Mail Data Services
3rd Jul 2017
Engage with customers in an ultra-connected era
Genesys
10th Jul 2017
eBook: Why omnichannel is no longer optional
Genesys
2nd Feb 2017
New: Digital Trends Report 2017
Adobe
23rd Jun 2017
How to build an omnichannel team
Building a specialised omnichannel team that serves customers regardless of channel, and with full view of the customer journey, will...
15th Jun 2017
0
Finding the right balance of human/digital support
As we have discovered in previous articles in our series, the notion that customers are prepared to ditch human interaction for a purely...
12th Jun 2017
0
Using AI to improve CX: Lessons from Netflix
In this abridged extract from new book ‘ What to do when Machines do Everything: How to Get Ahead in a World of AI, Algorithms, BOTs and...
22nd May 2017
0
Where do chatbots sit in the customer journey?
As we discussed in an earlier article ( When and why do chatbots make a mess of customer service ), chatbot deployments are in danger of...
11th May 2017
1
Blog
Adaptive marketers focus on customers not channels
By
Jeff Hassemer
Chief Strategy Officer
11th May 2017
1
Human vs digital
Could chatbots completely replace human agents?
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27th Apr 2017
1
Human vs digital
How can technology make your CX more human?
27th Apr 2017
1
Study: Brands relying on untrained service staff
24th Apr 2017
2
Human vs digital
Proof that brands have lost the human experience
19th Apr 2017
Report: Customer feedback in the insurance sector
13th Apr 2017
0
Building a chatbot’s personality: Why & how
6th Apr 2017
1
Bank customers short-changed by automated service
5th Apr 2017
0
Blog
Omnichannel: What would John Lewis do?
By
Colin Shaw
Founder & CEO
14th Mar 2017
0
Customer service's 3 data deficiencies
8th Mar 2017
0
Omnichannel journeys: Banana, boot or book?
3rd Mar 2017
1
Infographic: A guide to social customer service
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