Has the Remote Paradigm Alienated Your Customers?
How has the remote/hybrid work model affected customer service? This phenomenon – which gained traction because of the pandemic – is clearly here to stay in many cases. But customer expectations have not changed – in fact, they have accelerated. Today’s consumer is savvy, sophisticated, and less inclined to practice brand loyalty unless it’s truly …
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The Call Center – The Beating Heart of Customer Service
With customer experience being one of the most highly profiled and critical strategies in a post-pandemic business world, much attention is being given to the where, why and how of improving it. And when we consider that customer service is the beating heart of CX, it begs a closer look. One of the most basic …
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Customer Experience Continues to Transform Business Processes
Obviously, CX is here to stay, and its connection with digital platforms and processes is everywhere. Buzz words like omnichannel, self-service and personalization have been shaping customer-centric business strategies for a decade. And even though these practices were transforming the customer journey, COVID-19 hit hard and essentially changed the way we do business. Post-pandemic, consumer …
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Customer Service 2022: Service is Saviour
A two-year pandemic fundamentally changed the way the world does business. At the end of the day, businesses are made of people, and many people are on the brink. They are exhausted and emotionally bankrupt – and that can easily affect how they feel they’re being treated as customers. A look at Newsweek’s ‘2021 Best …
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The Heart of the Customer Relationship
If we consider what customer service looked like at the onset of the pandemic – with most businesses seemingly taking the phone off the hook – it’s amazing to realize how it has evolved, and how vital it has become. The customer service of the “new normal” has been elevated to an art unto itself, …
Digital M&A Is Here to Stay
Digital transformation of the global economy has affected every industry, and clearly, is here to stay. Nowhere does this have more impact than in the dynamic M&A (mergers and acquisitions) field of digital companies. Transactions involving digital assets have significantly increased with the surge of technology as a result of the pandemic. Approaching a digital …
Material Requirements Planning (MRP) – The Advantages
Something that likely doesn’t get enough attention in the business ecosystem is Material Requirements Planning (MRP). What exactly does MRP refer to? It’s a term used to identify the process used for management of production and demand within a company – and allows for strategic calculations about materials and time required to fulfill customer orders. …
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The Next Normal: The Only Constant is Change Itself
A two-year global pandemic flattened many economies and had the unexpected effect of transforming others. It raised many questions, like can productivity and efficiency be an integral part of the work-from-home model, and how can advanced technologies support seamless operations? And how can organizations advance their digital agendas and most importantly – learn to work …
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Getting Closer to The Customer
The reports are in, and B2B trends for 2022 are all about a laser-like focus on the customer and improving CX. Furthermore, these B2B companies must prioritize supporting a digitally-framed CX that will allow them to meet demand, minimize disruption and create opportunities for growth. First of all, let’s establish the fact that CX is …
Nothing Beats the Human Voice When It Comes To CX
In a digital world – and especially in a pandemic-affected world – the human voice resonates more than ever, especially when considering how it affects a high-quality customer experience. With consumers engaging in the customer journey via SMS, website, chats and social media, identifying their reason for initiating contact has become vital for any customer-facing …
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