Drive meaningful engagement with talent and technology

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In an always-on world, CEOs and leaders are constantly challenged by shifting customer demands. Many organisations are struggling to balance traditional ways of doing business with the expectations and preferences of today’s customers.

At the same time, with competition on the rise, organisations must find new strategies to remain innovative, relevant and cutting-edge in the customer experience. A balanced investment in both talent and technology is key to remaining competitive and driving meaningful engagement with … Read More

Why community is essential to your digital customer support in 2018

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Serving customers with excellence is imperative in today’s highly competitive, fast-moving world. We all know that every advantage is important.

Recently, I was a panelist on a session at the Incite Customer Service Summit in New York City called “Proactive Social Care: Engage Your Online Community.”

Attendees learned how to proactively engage their communities to solve their issues before they become complaints, as well as raise awareness of social care channels and facilitate self-service, facilitate … Read More