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CX Best PracticesHow direct-to-consumer brands turn customer service into word-of-mouth marketing
Word-of-mouth buzz as a marketing tactic can be a game of chance unless brands strive to consistently give customers something to talk about — and genuinely stellar customer support is always a favorite topic of conversation. Discover the customer service fundamentals of leading direct-to-consumer brands.
Scaling & GrowthTechnologyThe tipping point: When should fast-growing companies stop ignoring customers?
Sometimes the best thing a fast-growing tech company can do for its customers is ignore them — or so says LinkedIn co-founder Reid Hoffman. But, how do you recognize that critical moment when ignoring customers could actually be detrimental to the company?
Outsourcing LocationsWhy China has become a world-class outsourcing destination
Discover how China’s emerging high-tech sector and focus on innovation have made it into an attractive outsourcing location for global brands.
Support ChannelsFinancial Services & FintechHow to structure chat services for financial brands
Chat support provides financial services firms an opportunity to build customer trust, while maximizing the customer experience, but only when implemented correctly. Discover tips to effectively structure your chat services.
Outsourcing PartnershipsHow to hire a contact center that 'gets' your brand
Hiring a contact center is a big decision. Discover the keys to finding a customer experience partner that will set your brand up for long-term success.
CX Best PracticesCommunications & MediaThree essential elements for superior telecom customer experience
Learn why great customer service in telecom demands a blend of digital transformation and an engaged corporate culture.
CX TrendsGamesFintech’s growing role in online games and player support
Learn how player support is evolving with financial technology.
CX Best PracticesTravel & HospitalityHow IHG takes hospitality to new heights
From pale ale to world-class hospitality, learn how a popular UK brewery came to be a world-leading hotel company.
CX Best PracticesHow to optimize your customer win-back strategy
Discover best practices for resolving complaints and winning back customers.
CX Best PracticesHealthcareThe most important quality for a healthcare customer service agent to have
Learn how to make your company’s healthcare customer service a more empathetic, humane experience.
CX Best PracticesTravel & HospitalityBleisure customer experience: Meeting the needs of the modern traveler
Learn how to deliver exceptional customer service to travelers who blend business and leisure.
Customer JourneyWhy design thinking in the contact center drives CX innovation
Find out how design thinking and journey mapping are elevating the customer experience.
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