HCM lessons to be learned from Zoho This article is sponsored by:
As Zoho increases its presence in the global software landscape, HR will clearly be an area of focus for the company.
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Mitigating bad customer service is a full-contact team sport
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What drives exasperated customers to unleash fury? Raju Vegesna of Zoho explains why apologies aren't enough - and looks at the ways that authority and accountability can be unified across an organization to mitigate the risk of customer revenge.
Tuning into the disruptive transformation challenges facing media companies - CX demands and higher tech spend on the agenda This article is sponsored by:
Too much choice, shrinking ad budgets, manual processes impeding the customer experience - big challenges underway for media and entertainment companies.
Five customer experience trends from NRF 2023 that retailers need to know
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Consumers are rewarding retailers who provide low-friction, flexible and sustainable offerings. Prelini Udayan-Chiechi of Zendesk shares the five big takeways from NRF2023 - and how retailers can deliver a competitive omnichannel customer experience.
How to get your business transformation on the right track
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Why does business transformation sometimes go astray? Sal Laher of IFS shares three critical areas where businesses can avoid pitfalls and take practical steps to keep projects on track.
How Virgin Media handles workforce management in a hybrid working world This article is sponsored by:
Managing a workforce of call center agents around the world in the new hybrid working environment called for a change of approach.
Adobe Summit - General Motors drives personalization up a gear with Experience Cloud This article is sponsored by:
The automotive giant is using a range of Adobe tools to bring its disparate data sources together and to target customers with value-adding experiences.
Understanding the digital thread and the importance of service in extending the life of an asset
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It's essential to maximize the best possible use of data available in the digital thread of assets in field service management. Joe Kenny of ServiceMax explores the key aspects and the practical achievements that manufacturers, operaters and service can realize by enabling that digital thread.
How McDonald's took complaint resolution from 10 days to 10 seconds with digital vouchers This article is sponsored by:
Working with Ventrica and Zendesk, McDonald's has slashed its customer response time and made significant sustainability gains.
Nationwide moves beyond customer experience surveys to conversational analytics with Qualtrics XM Discover This article is sponsored by:
US financial services giant Nationwide has found that survey have their time and place for improving customer experience - but that real-time data from Qualtrics XM Discover can drive near real-time ‘insight to action’.
Ulta Beauty has a cloud makeover to get more personal with its customers This article is sponsored by:
The US retailer is using the in-memory database alongside a cloud-based micro-services architecture to provide caching support for new customer experiences.
Shopping for online profitability - Kroger CEO Rodney McMullen plays a pragmatic omni-channel long game This article is sponsored by:
Digital is a priority for Kroger, both in terms of convenience for customers and profit (eventually) for the retailer.
UK Power Networks revolutionizes customer support via contact-center-as-a-service This article is sponsored by:
Major energy distributor, UK Power Networks, says cloud-based Content Guru has helped it shoot up the UK customer satisfaction charts
Digital-first, but not digital-only - Williams Sonoma's omni-channel retail execution looks robust This article is sponsored by:
It's getting tougher in the home furnishings retail sector, but Williams Sonoma CEO Laura Alber is upbeat about her firm's omni-channel strategy.
