Insights & Research

Eva shares what COVID-19 meant for them as a business, how they worked tirelessly to pivot to meet the customer needs of now, and how their communication strategy, sense of community, and their brand [...] Read More

As we come out of lockdown and ease our way into the new normal, effective communication and leadership is vital to a smooth transition. Forrester has surveyed hundreds of customers, employers and wor[...] Read More

Virtual teams present different challenges and opportunities from those of an onsite team - this is something we've all become acutely aware of in the last few months.    The dynamic between managers [...] Read More

With the coronavirus outbreak, customer experience teams across the globe have had to rapidly adapt amid ticket spikes, customer cancellations, market volatility, and increased uncertainty. Each week [...] Read More

In these difficult times with more and more of us working from home, managing teams and being productive is an entirely new challenge for a lot of us.   When working from home, it’s crucial that you k[...] Read More

With the variety of ways that customers reach out for support—like via email, calling over the phone, initiating a live chat—it makes sense for companies to invest in an omnichannel experience. But gi[...] Read More

Customer loyalty can help drive the success of a business, and the customer experience (CX) drives loyalty. The data is clear: 74% of customers feel loyal to a particular brand or company 52% of custo[...] Read More