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Topics & Trends – Customer Service Blog

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  • Breaking news

PRESS RELEASE: A NEW CHAPTER IN THE AWARD HISTORY OF THE CCW

17. February 2021
The “European Customer Champion” award will be presented for the first time at the CCW 2021 from 28 June to 1 July. This award will recognise groundbreaking projects in the field of innovative customer dialogue.
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CCW 2021 als Hybrid-Event
  • Breaking news

CCW 2021 – New Date and Hybrid Event

14. September 2020
Due to the latest Covid-19 developments and the associated restrictions and risks for the 23rd CCW in February that are already foreseeable, the CCW 2021 will be postponed from 23-25 February to 28 June-1 July 2021.
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odigo
  • Digitalisation and artificial intelligence

Both legs on the ground or the head in the cloud – how contact centers successfully use cloud solutions

12. March 2020
For companies, the introduction of cloud technology can not only mean a significant optimization of the customer experience – and thus customer loyalty – but also a significant reduction in costs.
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Internationa Customer Contact Benchmark
  • International

International Customer Contact Benchmark

6. February 2020
The 2019 International Customer Contact Benchmark maintains its ambition to purvey the European Contact Centre market with this seventh annual comprehensive overview.
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Customer Experience
  • Contact centre management

Excellent Customer Experience: 3 Factors for Success

9. December 2019
How do you make the transition to a company that really lives CX? Many factors are critical to success – we’ve put together three fundamental ones for you!
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  • Innovation

The Next Generation: How Customers Re-experience Retail

17. September 2019
US startup B8ta redefines retail: stores that act as showrooms and test laboratories. Here we will present how manufacturers and customers benefit from this.
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Feigenblatt oder echte Transformation – Digitalisierung und Führung
  • Digitalisation and artificial intelligence

Fig leaf or true transformation – Digitisation and Leadership

11. June 2019
Lectures are always a bit of self-therapy for the lecturer. Also for me at CCW 2019 in my lecture on “Digitisation and leadership”.
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Roman Weishäupl
  • Innovation

The Silicon Valley e-LSD: Experience, Learning, Sharing and Doing

10. December 2018
What makes Silicon Valley so special and why are so many innovations emerging in this region? Roman Weishäupl shows you the four main factors, the e-LSD.
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  • Contact centre management

Creating Great Customer Service through Happy Workplaces

27. November 2018
Sarah Metcalfe, Head of Customer Service at Sure Petcare, is a certified Chief Happiness Officer. She tells us why happy companies have better service and gives us 5 tips to create a happy workplace.
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DSGVO GDPR Ali Baccouche
  • Digitalisation and artificial intelligence
  • HR and law

“Data as the new gold” & GDPR – how do they fit together?

7. November 2018
Big Data is the future - we need data to train an Artificial Intelligence, for instance for a better customer service or for a more targeted marketing. But how does it fit together with GDPR? We spoke about this topic with Ali Baccouche, Data Privacy Officer of the US technology company Texas Instruments.
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Mumbi Odame
  • Digitalisation and artificial intelligence
  • International

Will Artificial Intelligence bring creativity to life?

9. October 2018
AI is everywhere, it seems to be indispensable. But do people really want to interact with an artificial mind? Or is the fear of becoming unemployed or even meaningless too big? Mumbi Odame, CEO of Motivation by Design (Pty) Ltd, has given us some interesting facts about her understanding of AI.
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  • Innovation
  • International

Chat, Tap, Talk: Trends Shaping the Future of Customer Experience

24. September 2018
Since 2010, BT has been tracking consumer behaviour in an increasingly digital world through an extensive global research programme. We asked expert Dr. Nicola Millard to tell us more about the key trends driving consumer behaviour and how innovation can help customers “chat, tap and talk”.
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artikelbild-dana-coutant
  • International

Customer Service as a Startup’s Special USP

28. November 2016
Dana Coutant, Customer Care Lead US at Marley Spoon, tells us why a good customer service is especially important for young businesses and what makes the startup a successful company.
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