CX Best Practices

  1. Connecting to customers in times of crisis
    Article
    CX Best Practices

    The importance of staying connected with customers during a crisis

    Maintaining business continuity while demonstrating awareness of the current COVID-19 situation is a delicate balancing act. Discover best practices on how to effectively connect with your customers during challenging times.

  2. Curiosity
    Article
    CX Best Practices

    How curiosity in the contact center leads to better CX

    Curiosity isn’t just an innate characteristic people possess. Rather, it’s a behavior that can be learned with a little encouragement. Learn how to foster a culture of curiosity in the workplace and improve the customer experience in the process.

  3. Breaking-the-Bank
    CX Best Practices

    Improve customer service without breaking the bank

    True or false: Great customer service requires significant financial investment? False! Discover expert tips to improve your brand’s customer service without breaking the bank.

    Article
  4. Hire-the-best-in-customer-service
    Article
    CX Best Practices

    Hiring the best in customer service

    Hiring top customer service talent takes effort, a smart strategy and dedication. Discover four best practices for building a standout team.

  5. Loyalty-Cards
    Article
    CX Best Practices

    Do loyalty programs really drive customer loyalty?

    From travel, to groceries, to oil changes, there’s a loyalty program for just about everything these days. But, do these programs actually accomplish what their namesake suggests: drive repeat business and secure customer loyalty?

  6. Languages
    Article
    CX Best Practices

    Speaking your language in customer service

    Multilingual customer care is key to staying competitive in a global marketplace, but it hasn’t always been easy to deliver. Learn how technology like AI and machine learning can give you an edge.

  7. CX
    Article
    CX Best Practices

    What is customer service vs. customer experience?

    People throw the terms “customer service” and “customer experience” around a lot these days, but do you know the key difference? Learn how they differ — and how each impact your business.

  8. money-trap
    CX Best Practices

    It's a trap! Don't fall for these five customer service cost-cutting pitfalls

    Cost-cutting can be a short-sighted way of dealing with long-term problems. When you’re in the business of delighting customers, make sure you’re not falling into traps that can damage your overall customer experience. Here are five key tripwires to watch out for.

    Article
  9. customer-feedback
    Article
    CX Best Practices

    Survey says: How to avoid customer feedback fatigue

    Feedback is critical for improving the customer experience but long surveys, or surveys sent too often, can prevent consumers from engaging with your brand. Follow these tips to streamline the process and get better results.

  10. Personalized-Customer-Service
    Article
    CX Best Practices

    Best practices for personalizing the customer experience

    A recent TELUS Digital and Harris Poll survey revealed that the majority of consumers prefer a personalized brand experience. Learn best practices to get the most out of the personalization opportunity.

  11. Global-Customer-Service
    Article
    CX Best Practices

    Keeping customer service consistent for global brands

    Providing a consistent customer service experience across countries and markets is crucial to building your brand. Discover three tips that can help you keep customers happy wherever they are.

  12. CXO
    Article
    CX Best Practices

    Does your company need a chief experience officer?

    More and more companies are creating a C-level role explicitly dedicated to building a customer-obsessed culture. But, does that mean that every company needs a Customer Experience Officer (CXO) in order to compete?

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