Customer Experience

A surge in smartphone and Internet use has changed the way companies connect with consumers in a huge way: businesses can now gather an unprecedented amount of data on their customers from a greater number of sources and at a faster rate than ever before. For marketers, this means that gone are the days of

The digital revolution is causing a sea of change in how organizations are building their customer support teams. Technology is removing geographical barriers that have traditionally restricted talent sourcing to local markets, enabling businesses to build flexible, distributed teams of top agents around the globe. Through this approach, companies are literally gaining access to a

The influence of social media needs no introduction. Consumers now demand that their complaints be acknowledged and resolved quickly. In fact, most consumers would rather solve an issue online than through traditional methods. The shift to social media for these practices is the basis of social customer relationship management. Businesses are turning to social media

In an industry with more than 21,000 competitors, how are we still ticking — and not just ticking, but growing after 16 years? It is hard to reduce all the moving parts to only one reason, but on the whole it all boils down to customer service. What does customer service mean to us? Responsiveness.