Articles

The Chief of Staff to the Head of Management Office at Sanofi Joanne Kennedy talks about how to prevent digital fatigue and how to create psychological safety.

Navigating Exponential Growth: Air Up’s Strategy for Customer-Centric Success

Virgin Atlantic’s Head of Clubhouses Rami El-Dahshan examines how airport lounges are becoming a key customer experience battleground for travel companies.

Jon Blake, the Global BPO Footprint Strategy and Emerging Solutions Lead at Uber, takes a deep dive into the best ways to approach the concept of outsourcing.

Managing the global customer care function at LUSH is such a huge responsibility that the company has two people dedicated to it. Here, we speak with them both.

From excessive use of jargon, to a lack of audience understanding, to setting and forgetting, we look at the most common chatbot pitfalls brands succumb to.

We explore how driving best-in-class CX principles can help sow the seeds of brand loyalty, which if nurtured correctly, can grow into long-term success.

Sarah Marin, the Chief Customer Officer at FSCS, recently appeared on an episode of our podcast series. Here, we’ve distilled her most compelling insights.

We explore some of the innovations in CX and next-generation service models that are poised to revolutionise the way businesses engage with their customers.

To mark International Women’s Day, we speak with five inspirational women leading their respective organisations through the world of customer management.

Ocado Retail’s Customer Service Director Paul Greenwood shines a light on the policies and practices he’s put in place to help his team become best-in-class.

We shine a spotlight on a group of visionaries who are doing some extraordinary things to move the CX conversation forward.