Customer service to customer experience, both terms are used regarding how you manage each side of your business. The lines between the two terms often get muddied or confused with …
Interview with Paolo Fabrizio – Selling with Customer Service
Paolo Fabrizio, is an experienced digital and social customer service consultant, trainer, author and speaker. In the ’90s, was part of the first online insurance company in Italy covering many different customer-facing …
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Retail: 4 Essential Technologies for Customer Service
In the sales sector, customer experience plays an increasingly important role: it has been demonstrated that this criterion will become the first differentiator between brands in 2020, before price and …
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Interview with Greg Ortbach – Supporting The Customer
Customer Experience expert and influencer, Greg Ortbach, has years of experience in helping companies transform their strategies across technology, marketing, and CX. Over the years, he has founded webassist.ca, a …
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Interview with Jeanne Bliss – Understanding Customer Perspective
Jeanne Bliss has a wealth of experience in Customer Service Industry and has held the position of Chief Customer Office at high-profile companies such ast Lands’ End, Microsoft, Coldwell Banker and …
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Interview with Colin Shaw – Driving Value In Customer Experience
Recognised for his influential business consultancy and as a world thought leader on Customer Experience, Colin Shaw has accumulated years of knowledge in Customer Experience. He has been recognized by …
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Guide: Organizing your contact center for Omni-Digital Customer Care
Agents are the pulse of the contact center: the quality of customer service and customers’ satisfaction heavily depends on their skills, motivation and ability to solve customers’ problems. 66% of consumers agree that …
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Video: La Redoute leads the way with Apple Business Chat
As the leading French Pure Player, La Redoute is a major online retailer present in 26 countries. Apple Business Chat helps them communicate with their customers to provide a responsive …
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Interview with Thomas Sabatier – The Evolution of Chatbots
Thomas Sabatier is the co-founder of The Chatbot Factory, a company that specializes in chatbots, conversational applications, and artificial intelligence. Working with more than 50 clients (Air France, BNP Paribas, …
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Facebook to Build a Privacy-Focused Platform for Messaging
Facebook announced its project of unifying the messaging infrastructures of WhatsApp, Instagram and Messenger. These three apps cumulate more than 2.6 billion users, making it the largest messaging network. …
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