We look at how you can set your business apart from competitors as you navigate the future of customer experience management services in 2024.

Knowing you’re delighting your customers is the holy grail for any business.

The effects of the pandemic will continue to be felt by subscription-based operations – especially as we now start the build-up to Christmas.

Ofcom has announced that it is urging telecoms firms to do more to support their customers through the cost-of-living crisis.

Gillian Chamberlain reports back from a panel session at the CCW Europe Summit where she discussed the importance of meeting business goals when outsourcing.

Serving people who know what they want means that media companies can more easily identify how to give them exactly that.

One of the things that caught my eye in the Institute of Customer Services UK’s (UKSCI) most recent report on customer satisfaction was the suggestion that a growing number of customers are prepared to pay more for improved service.

How data analytics, tracing and remediation can assist and build strong brand reputation.

All businesses experience peaks and troughs in customer activity throughout the year. What makes the difference is how you handle these occasions.

Your customers are talking. They’re talking about what makes them happy and what makes them unhappy. Which of these applies to your organisation? With so much being said on social media every day across so many channels, separating the meaningful sounds from all the noise can seems impossible. But social listening makes it possible.