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Richard McCrossan is a Digital Transformation CX, Commercial Strategy & Ops Leader
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18 Ways to Improve the Effectiveness of Your Digital…
14 Ideas for Providing a Memorable Customer Experience
What Customer Experience Teams Can Learn From the World…
Is Customer Service to Blame for the Demise of Industries?
Can Poor Customer Service Cause The Demise Of An Entire…
What’s Next With… Contact Centre Metrics?
Will Robots Replace Humans in the Contact Centre?
Recorded Webinar: 7 Ways to Drive Down Repeat Contacts
Bringing the Field and Mobile Worker into the Contact…
How Do I… Create a ‘Channel of Choice’…
Top 20 Examples of Rapport Building Statements
Recorded Webinar: Best Practices for Using Web Chat
Trade Secrets: Simple Ways to Improve Call Scripting
What to Look for When Buying an Agent Desktop
Are You Making These 25 Webchat Mistakes?
How Do I… Achieve Consistency Across Different Channels?
The Future of Voice in the Contact Centre
21 Great Ways to Personalise Your Customer Interactions
43 Things You Should NOT Do With Your IVR Messages
Trade Secrets: Getting the Best out of Your Agent Desktop
What is the Best Way to Handle a Complaint Through…
14 Steps to Web Chat Success
Recorded Webinar: The Best Ways to Handle Web Chat in…
How do I… Get a single view of the customer?
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What are you interested in?
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Research: The Future of AI-Powered Experiences
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Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar
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From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
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Webinar: Balancing Efficiency with Empathy in Customer Service
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Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise