Designing customer experience for the everything customer
CX Best Practices
Do you know how to provide great customer experiences to the 'everything customer'? Find out how to satisfy the next generation of consumers.
Six ways to take your CSAT from good to great
CX Best Practices
Discover six ways brands can deliver top-level service and boost their customer satisfaction (CSAT) scores in the process.
Transforming crypto customer service for mass consumer adoption
CX Best PracticesFintech & Financial Services
The cryptocurrency market is attracting more users than ever. Learn how customer support can evolve to meet growing expectations.
How to prepare for a post-pandemic surge in the travel and hospitality industry
CX Best PracticesTravel & Hospitality
Travel and hospitality brands can expect a post-pandemic surge in demand. Discover best practices to ensure you're meeting customer needs.
Seven commonly misused buzzwords in CX
CX Best Practices
Discover seven of the most commonly misused buzzwords in customer experience — and what they actually mean.
Out with average handle time and in with customer effort score
CX Best Practices
Organizations have long relied on average handle time (AHT) to measure customer service success. But in an age defined by customer experience and engagement, more and more brands are wondering: Is it really sufficient to measure success in seconds?
- podcast
How Daily Harvest delivers White Glove CX at Scale
CX Best Practices
On this episode of TELUS International Studios, we're joined by Joe Gilgoff, VP of Customer Care at Daily Harvest, who started his career on the customer care frontlines. Joe emphasises the message that you do not have to sacrifice quality in scaling an operation.
Three ways airlines are reinventing COVID travel
CX Best PracticesTravel & Hospitality
Air travel has changed significantly due to COVID-19. Here's what airlines are doing to keep travelers safe while streamlining the customer experience (CX).
- podcast
Annette Franz on tackling CX pain points
CX Best Practices
Annette Franz, Founder and CEO of CX Journey joins us on this episode of TELUS International Studios. Annette has been accelerating the industry for 20 years, analyzing companies and helping them strategically nail CX. In the interview, she also warns companies of the consequences of when CX falls to the wayside.
- podcast
An Analyst's Take: Peter Ryan on the Shifts in CX
CX Best Practices
On this episode of TELUS International Studios, we chat with Peter Ryan of Peter Ryan Advisory. A former guest of the podcast way back in 2017, Peter offers a unique approach to which technology has remained on top, how the world of CX has shifted because of the COVID-19 pandemic, the use of analytics to understand your customer base, and how society's needs have changed since then.
Embracing the future of CX delivery - top brands share insights
CX Best Practices
In this virtual think tank article developed in partnership with Frost & Sullivan, discover key insights on how top brands are embracing the future of CX delivery.
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