Customer experience: why everyone in your company is responsible
The only way to become a CX leader is to create a culture of customer experience that permeates your entire organisation.
Knowledge Base
Sharing our expertise, and insights into the world of Customer Experience.
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Customer retention: boost CX and profits with one strategy
Most businesses focus on attracting new customers and neglect their existing audience. Here's why that's a mistake.
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How to use video to bring customer communications to life
Video can elevate your customer communications and drive customers to act.
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Can emotional intelligence improve your customer communications?
Emotional intelligence is prized by business leaders. But can it improve your customer communications?
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Do bad customers deserve the same attention as good customers?
Should you segment customers according to their value?
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What do your customers really care about?
There’s nothing better than knowing what your customers care about - but what are the issues that most concern them? What do customers want? And what do they hate?
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How might customer communications change in 2019?
More video, greater bandwidth and chatbots will influence customer communications in 2019.
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How to destroy your customer experience in six simple steps
Follow these simple steps to damage your customer experience and send customers running for your competitors.
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Understanding the Gartner Magic Quadrant for customer communications management software
What is the Gartner Magic Quadrant? And how can it help you evaluate customer communications management (CCM) software?