Articles

Explore how AI can enhance customer experiences beyond chat interfaces, focusing on meeting customer needs and integrating AI as a supportive co-pilot in workflows to improve efficiency and satisfaction.

Explore a gripping account of managing a major incident, detailing the challenges faced, lessons learned, and strategies implemented to ensure better responses in the future. Ideal for leaders in incident management and operational excellence.

Effective onboarding is crucial for new hires, enabling them to perform optimally within weeks. This article explores key strategies for creating a successful onboarding process focused on planning, trust, and connection to enhance team performance.

Why today’s best leaders aren’t just strategic - they’re emotionally fluent. Learn how empathy and authenticity drive stronger teams, better outcomes, and more human organisations.

Learn how to choose the right tools for your organization by defining your goals, mapping your philosophy to features, and identifying stakeholders for effective decision-making in customer service.

Explore the importance of empathy in customer support, its types, and how to cultivate it for effective service delivery, ensuring customer satisfaction and building trust.

Charlotte Ward explores the impact of email sign-offs, particularly the use of "Best," on customer experience, emphasizing the importance of thoughtful communication in fostering positive relationships and memorable interactions.