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Richard McCrossan

Richard McCrossan is a Digital Transformation CX, Commercial Strategy & Ops Leader

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Recent Articles Most Viewed Articles
18 Ways to Improve the Effectiveness of Your Digital Customer Service

18 Ways to Improve the Effectiveness of Your Digital…

14 Ideas for Providing a Memorable Customer Experience

14 Ideas for Providing a Memorable Customer Experience

What Customer Experience Teams Can Learn From the World Cup

What Customer Experience Teams Can Learn From the World…

Is Customer Service to Blame for the Demise of Industries?

Is Customer Service to Blame for the Demise of Industries?

Can Poor Customer Service Cause The Demise Of An Entire Industry?

Can Poor Customer Service Cause The Demise Of An Entire…

What’s Next With… Contact Centre Metrics?

What’s Next With… Contact Centre Metrics?

Will Robots Replace Humans in the Contact Centre?

Will Robots Replace Humans in the Contact Centre?

Recorded Webinar: 7 Ways to Drive Down Repeat Contacts

Recorded Webinar: 7 Ways to Drive Down Repeat Contacts

Bringing the Field and Mobile Worker into the Contact Centre

Bringing the Field and Mobile Worker into the Contact…

How Do I… Create a ‘Channel of Choice’ Experience?

How Do I… Create a ‘Channel of Choice’…

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Top Stories

What’s Really Compromising Empathy in Customer Service?

How to Thrive Through Seasonal Peaks

Stop Driving Up Your Sickness Levels!

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports