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What’s Your Context? digital or omni-channel

October 23, 2017

[unable to retrieve full-text content]I’m half way through facilitating the redesign of key customer journeys across a particular b2b lifecycle. As you might imagine new purchasing behaviours and online competitors have made the search for a viab…

Read full article on: Continue reading What’s Your Context? digital or omni-channel Author: Aaron Cheris

How to Build Amazing Self-Service Support That’s a Win for Everyone

October 20, 2017

Today’s hyperconnected, on-the-go customers expect fast answers to their questions anytime day or night. For growing businesses, a self-service support center is often the ideal way to meet the challenge. Self-service gives customers quick, convenient answers to their most common

Read full article on: Continue reading How to Build Amazing Self-Service Support That’s a Win for Everyone Author: Marie Rosecrans

3 Insights from Winning at Social Customer Care by Dan Gingiss

October 19, 2017

This article was originally published on the FCR blog on August 29, 2017. Click here to read the original. I’ve long been a fan and regular listener of the Focus on Customer

Read full article on: Continue reading 3 Insights from Winning at Social Customer Care by Dan Gingiss Author: Jeremy Watkin

Your CX Scorecard is Probably Measuring the Wrong Thing

October 18, 2017

[unable to retrieve full-text content]“The purpose of a business is to create and keep a customer.” – Peter Drucker I love that quote. In one short sentence, Drucker summarizes what a business – and customer experience (CX) &nda…

Read full article on: Continue reading Your CX Scorecard is Probably Measuring the Wrong Thing Author: Jim Tincher

8 customer experience myths BUSTED!

October 17, 2017

This story is a version of a post published here. This is the age of the customer. There are no two ways about it. With every company planning to enhance and add to their customer experience team, CEx is the

Read full article on: Continue reading 8 customer experience myths BUSTED! Author: Vivek Jaiswal

Twitter tests lightweight mobile app for countries with slow data

October 16, 2017

It’s not just Facebook and Google who are slimming down their mobile apps for the sake of regions where data is slow or spotty. Twitter has confirmed to TechCrunch that it’s testing a native Android equivalent to its Lite website in the Philippines, where slower phone networks and limited phone storage make the standard app…

Read full article on: Continue reading Twitter tests lightweight mobile app for countries with slow data Author: Aaron Cheris