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The customer service effect on the KPIs that measure CX.

  • Posted on September 25, 2020September 25, 2020
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Customer service impacts all the KPIs businesses use to measure CX. But CX begins long before actual purchase purchase. This puts the onus on marketing to craft the early experiences in the customer...
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Customer service can help a business achieve its purpose

  • Posted on August 31, 2020August 31, 2020
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“The purpose of business is to create and keep customers.” —Peter Drucker, The Practice of Management (1954). Businesses should function in service of customers, arranging...
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What makes CX hard to measure and what you can do to improve it.

  • Posted on April 23, 2020April 23, 2020
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The discussion about the best way to evaluate and improve CX values has gained momentum, yet many businesses are still not sure if it is all just a well crafted spiel. This is not to say...
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AI and IoT in customer service
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AI, IoT and what it means for your customer service

  • Posted on February 15, 2018February 15, 2018
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From the endless wait for the snail mail to posting complaints on social media, customer service has undergone a paradigm shift. And computers and telephony have certainly made the job...
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A positive space for everything customer service. We aim to bring brands and customers closer together with best practices and great customer stories from around the world.
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