10 Effective Strategies to Reduce Call Center Demand
Call center demand can quickly overwhelm your operation if you don’t have the right tools and strategies in place. Our top techniques will get you started!
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Which social media marketing trends will shape CX in 2023?
2022 saw many changes in social trends and CX. From TikTok taking over, to the Metaverse finally taking off. Social media marketing already looks very different to what it did just a few short years ago. 2023 looks set to have a lot more in store. Ready to future-proof your social media marketing strategy? Take a…
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How to become an internationally recognised, forward-thinking company
Forward thinking is a desirable skill for any team member. It means you are proactive; always on hand and ready to deal with tasks; you take risks; and are open to learning and growing. When you have an entire cohort of forward thinking employees, you can achieve great things. And success should be awarded! The…
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The fight or flight of airline CX
From strikes and lost luggage to flight cancellations and delays, this year’s travel season saw its fair share of turbulence. This led many passengers to take to social media to express their frustrations. Amid these challenges, social media teams were under an enormous amount of pressure to solve an unprecedented number of cases. This, coupled…
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How will Consumer Duty drive major CX shifts in the retail industry?
The FCA (Financial Conduct Authority) in 2022 published their final rules for the Consumer Duty. This is a set of procedures that companies must have in place to meet the required standard of consumer protection and support. Many companies had to finish the Consumer Duty plan by October 2022. However, these new regulations apply mostly to retail…
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Putting the ‘eco’ into eCommerce with zero-party data
Sustainability is not just a desirability – it’s now a necessity. Businesses are scouring for ways to reduce their carbon output drastically. With eCommerce, using advanced customer data platforms (CDPs) to collect and manage zero-party data can be the key to unlocking significant carbon reductions. Lean marketing is becoming the buzz of the eCommerce world….
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“I can’t go for that”
No can do. We drift. Our standards aren’t set in stone. They change over time, often based on the situation we’re in. This explains how cults or extreme views occur. Not all at once, but bit by bit. Until one day, people wake up and are shocked to discover that they’re advocating for (or doing […]
The long road
What can we build for 2050? Thirty years ago this month, I created 18 Pine Street, a series of young adult novels with bestselling author Walter Dean Myers. He was a brilliant creator and a delightful partner. The kids who bought those books are having kids of their own now, and perhaps some of the […]