CSM Magazine

APRIL 20, 2022

That’s the message from Ross Daniels at Calabrio. In our last blog , we asked the question ‘what does wellbeing really mean?’ We shared several coping strategies and introduced the importance of data in promoting wellbeing across the whole organisation. 3 ways to de-stress the workforce.

Technology 52

Technology Blog Customer Centricity Download 52

Magellan Solutions

JULY 29, 2021

The age of artificial intelligence (AI) is now very much upon us. . A recent report by Forbes found that 22% of marketers currently are using AI-based applications. With this question in mind, we look at the rise of artificial intelligence and its impact on industries across the globe and ask where it might go in the future.

Call Center 52

Call Center Social Media Omnichannel Contact Center 52

Call Experts

SEPTEMBER 18, 2019

At Call Experts, we invest in training. We understand the need for a business to stay relevant and are dedicated to investing in our employees to ensure that we have a strong team to support the needs of our customers. We spend an intensive 2 weeks covering 60 hours of material with each newly hired agent.

Call Center 40

Call Center Contact Center 2018 Leadership 40

Kayako

MARCH 21, 2017

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. Customer trust is a reciprocal behavior to what they receive. Every interaction we have with our customer influences whether or not they will return. Your customer has high expectations.

Interaction 84

Interaction Customers Innovation Feedback 84

Currency Alliance

NOVEMBER 17, 2020

If 2020 has taught us anything it is that diversification (or luck from being in the right sector) can be a lifeline. In November 2019 when we published the Top Trends for 2020 , we could not have known about the Covid-19 pandemic. Today, the best experience we receive from any brand becomes our expectation of every brand.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? This person would not be suffering from cognitive entrenchment and would revisit every opportunity to create more value. If no one else will rock the boat, then that is the CEO’s job.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Currency Alliance

APRIL 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. Nobody granted those loans on a whim. Capture exclusive customer insight.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52