Why customer service should be a priority in B2B markets
Delivering great customer experience in B2B markets has never been simple… and has never been more important
Future of Customer Service 2018
More than ever, customer service is the defining characteristic of successful customer relationships. The Future of Customer Service digital report delves into the evolution of this competitive landscape, looking at the technologies redefining what’s possible and the challenges encountered in delivering high quality service
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In this report
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Making chatbots work for you
As the number of bots and virtual customer service agents grow, so does the frustration and the number of failed deployments. IFS-mplsystems outlines the four cornerstones of a successful implementation and how to make the chatbots work for you
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9 expert tips on avoiding the pitfalls of customer service
C-suite executives and senior business leaders discuss how to overcome damaging customer service failings
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Customer experience: privacy vs. personalisation
Customers today are more powerful and more demanding for personalised products and bespoke offerings than they have ever been. How will new privacy legislation affect this?
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Public Sector Technology 2020
Our Public Sector Technology special report, published in The Times, explores what Test and Trace can teach us, the implications of the first digital census, how open data could build trust and reform procurement, and much more. The featured infographic looks at how automation could revolutionise public sector organisations in the years to come.
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Future of Retail 2020
Our Future of Retail special report, published in The Times, examines how retail is expected to continue post-coronavirus, what brands need to know about social commerce, the new retail calendar, and so much more. The featured infographic looks at how coronavirus has impacted holiday season shopping and whether shoppers will cut-back and save or indulge more than previous years.
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Business Restructuring 2020
Our Business Restructuring special report, published in The Times, explores how to avoid short-term cuts and long-term losses, new ways retail brands are thriving, the pivot of sales teams during a pandemic, and more. The featured infographic looks at the near-term outlook for chief financial officers and what measures they are taking to shore up corporate finances
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Sustainable Investment 2020
Is ethical investing the key to avoid future pandemics? Our Sustainable Investment special report, published in The Times, examines how green investment could be the secret to post-pandemic recovery, the UK’s unique position to work towards a net-zero future, debunking ESG myths, and more. The featured infographic explores the key drivers for more conscious investments.