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Service
Channels
Channels
20th Aug 2018
Is M&S wrong to replace switchboard staff with AI?
6th Aug 2018
Infographic: 4 examples of genuinely great service
17th Jul 2018
How to integrate chatbots into customer journeys
13th Jul 2018
1
How to stop customers tweeting public complaints
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12th Apr 2018
Webinar: Using AI to anticipate customer service
5th Apr 2018
How retailers can assess their channel strategies
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CRM
What is CRM? The beginner's guide to CRM
Sales performance
5 LinkedIn InMail prospecting templates to steal
CRM
CRM metrics: What should you monitor and measure?
Ecommerce
Narrowing the gap from engagement to purchase
Ecommerce
Customers choose purchase channel according to...
Sales performance
Customer-centric selling: How to build a...
2nd Jul 2018
The complete guide to customer journey mapping
Journey mapping: The opportunities and obstacles
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Popular resources
13th Jul 2018
The VoC Guide 2018: Best practices & case studies
Confirmit
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Customer journey mapping research report 2018
Customer journey mapping is a discipline that seems to be perennially popular in customer experience circles, but how well-adopted is the...
14th Jun 2018
3 enterprise areas where AI can turn buzz into biz
Are you an AI optimist, or pessimist? Bas de Vos, director of global enterprise software provider IFS’s creative think tank IFS Labs,...
4th May 2018
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Are expectations of email responses unreasonable?
Email is and will remain a critical customer service channel, according to new research. A 2017 study from inContact revealed that just 43...
23rd Apr 2018
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How to integrate AI into your customer service
What are the practical steps that organisations can take with their chatbots today to achieve positive results tomorrow? If you were to ask...
5th Apr 2018
The role of customer service in the advice era
3rd Apr 2018
Infographic: How to measure chatbot effectiveness
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12th Feb 2018
Self-service FAQs: How to minimise customer effort
8th Feb 2018
1
Infographic: What customers hate about chatbots
29th Jan 2018
Chatbots: How to tackle the most common obstacles
24th Jan 2018
1
4 ways AI will shake up service in 2018
20th Nov 2017
1
How to get online complaint management right
15th Nov 2017
Chatbot lessons from T-Mobile, Robeco and more
9th Nov 2017
2
Facebook Customer Chat: The future of service?
2nd Nov 2017
1
Drop the BS from AI: 4 hard facts about chatbots
31st Oct 2017
1
How the on-demand economy is transforming CX
24th Oct 2017
1
Will governments tax companies for using chatbots?
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