Customer Service Strategies and Best Practices

How to align the right CX goals in your sights.

Industry leaders at CCW reflect on rapid changes in the contact center.

Channel orchestration leverages customer preferences in different channels while driving down costs and improving CX quality.

The shoe company’s eco-friendly and innovative D2C approach has pushed its brand value to more than $1 billion.

A commitment to employees will reap benefits for customers and the bottom line.

When employees have confidence in their leaders, they are more likely to be engaged in their work and committed to the organization.

A look back—and ahead—at trends driving customer experiences of the future.

Lessons for retail and others about CX trends, employee and talent issues, and technology as a CX/EX enabler.

One of the biggest challenges that telecom industry executives face is customer churn. While churn rates vary by country and by provider, annual churn rates for telecom companies average between 10 percent and 67 percent, according to the Database Marketing Institute. And while there are a variety of reasons that customers disconnect from wireless providers in particular - dissatisfaction with the quality of service, cost, poor customer support - the use of customer data and analytics is providing decision-makers with new ways to identify potential triggers for churn and opportunities to strengthen customer relationships.

Customer service strategy, customer retention program. Organizations offering personal "concierge" service for their high-value customers.