Customer Service & Contact Centres

The Return Trap: Fixing Retail’s Most Expensive Mistake

The Return Trap: Fixing Retail’s Most Expensive Mistake

When ASOS banned shoppers over return policy abuse, it sparked debate. But the real lesson lies deeper: how can retailers reduce return rates without damaging customer trust?
Are Brands Empathy-Led or Efficiency-Obsessed?

Are Brands Empathy-Led or Efficiency-Obsessed?

From SLAs that reward speed over solutions to policies employees are ashamed to enforce, this is a wake-up call for brands chasing performance at the cost of empathy.
Top Drone Delivery Companies Shaping Last-Mile Logistics

Top Drone Delivery Companies Shaping Last-Mile Logistics

From Amazon and Walmart to Manna and Skye Air, these 10 drone delivery services are redefining CX, bringing speed and convenience to a new level.
Beyond the Hype: The Gap Between CX Claims and Reality

Beyond the Hype: The Gap Between CX Claims and Reality

While nearly all businesses claim to prioritise CX, few actually deliver. A new study reveals a trust gap between organisations’ ambitions and execution.
Why Your Contact Centre is an Untapped Growth Engine

Why Your Contact Centre is an Untapped Growth Engine

Most brands still see the contact centre as a value centre at best but unlocking its real power means seeing it for what it is: a hidden engine for growth, trust, and sustainable revenue.
Why Mobile-First Customer Service is The New Retail Standard

Why Mobile-First Customer Service is The New Retail Standard

With 46% of shoppers prioritising mobile-first support over AI or empathy, a new report shows retailers are falling short. Discover how closing the mobile-CX gap can build loyalty and drive growth.
15 Contact Centre Innovations Transforming Customer Support

15 Contact Centre Innovations Transforming Customer Support

A look at 15 contact centre innovations that are reshaping customer service in 2025, from agent assist tools to smarter and responsive support strategies.
The Silent Cost of Mobile Fraud on Experience-Driven Brands

The Silent Cost of Mobile Fraud on Experience-Driven Brands

As mobile experiences become more seamless and immersive, they also become prime targets for increasingly sophisticated, AI-driven cyberattacks. These aren’t just IT issues, they’re CX issues.
Signed, Sealed… Stolen? Understanding Why Your Package is Still in Transit

Signed, Sealed… Stolen? Understanding Why Your Package is Still in Transit

Delivery delays are no longer just a nuisance—they’re a growing business risk. From porch piracy to supply chain hiccups, packages are getting lost in transit and taking customer trust with them. How can retailers respond?
How IT Leaders Can Redefine Customer Success in The AI Era

How IT Leaders Can Redefine Customer Success in The AI Era

AI and digital transformation haven’t changed the core of customer success—they’ve changed how IT leaders drive it, says Vijay Tambwekar, Author of Customer Experience Decoded and former Strategic Advisor at NTT Data Services.

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