Customer Experience Transformation in Telecoms
The benefits of improving CX are clear, with most studies showing that a strong CX strategy can dramatically increase an organisation’s revenue. Despite this, there is...
Making Agents Bionic: The Evolution of the Call Centre- UK
Despite many predictions that digital transformation meant the demise of the call centre, it has remained a key channel for customer service. Nevertheless, the role the...
It’s Not You, It’s My Data
One of those skills is systematically leveraging data to grow customer loyalty and improve customer retention.This book focuses on retention, and how to build a churn prevention...
Customer Experience Transformation in Insurance
Insurance companies are shifting from their traditional competitive advantage of price, to offering a better customer experience as their differentiator. The combination...
Making Agents Bionic: The Evolution of the Call Center- North America
Despite many predictions that digital transformation meant the demise of the call center, it has remained a key channel for customer service. Nevertheless, the role the...
Moving Business Forward: Unified Financials for Your Freight Forwarding Business
In the past, freight forwarders fought for market share by increasing speed of delivery and decreasing cost. Technological advances, however, are allowing companies to...