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The rise of the mobile customer experience
From the moment you start your career as a Customer Service consultant, there is no turning back: you will inevitably take a different perspective towards all service experiences you encounter...
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Measuring customer experience and personalizing & differentiating through...
Last week I informed you about the rise of the mobile customer experience and the trend of phone contact as a channel of last resort. This week I am moving away from our favorite device to customer...
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Meeting customer expectations with an excellent multi-channel service delivery
Wouldn’t it be great if your service provider could process your request at the channel of your choice, at any given time, no matter if you contact them by phone, email, letter, web form, or chat? And...
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