August 10, 2018 August 10, 2018Three areas where some contact centres may be overlooking their GDPR obligationsIn the run up to May 25 this year many people, including me, were inundated with emails from companies asking them to opt in to their […]
August 3, 2018 August 3, 2018Customer service has an ROI too – but it’s not always easy to deliverThis is a guest post by Matt Phillips, VP, Sales & Systems, Diebold Nixdorf UK/I. We are in the age of ‘now’, with customer demands shaping […]
July 27, 2018 July 27, 2018How to go from 800 to 5000 employees in 3 years and still deliver beautiful customer experiencesAs more and more parts of the customer journey are digitized and automated, the role of front-line customer service staff is evolving. Through the use of […]
July 24, 2018 July 24, 2018Delivering a personalized customer experience the Zappos Way – Interview with Alex Genov of ZapposToday’s interview is with Alex Genov, Head of Customer Research for Zappos.com. I spoke to Alex when I was in Las Vegas in June and talked […]