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What Marketers Want to Know About Your Personality
By Irene Maxwell “We may not always understand why people change personality from one medium to another, [but] we know every channel brings its own expectations.” – Irene Maxwell, communications...
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Putting an End to the Customer Care No Man’s Land
By Doug Overton “Surely this presents an opportunity for all those brands in our lives that influence so deeply how we work and play.” – Doug Overton, Head of Consulting & Analysis at WDS, A Xerox...
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Is Personalization Cool? Or Not Cool?
By Christophe Legras “More people are coming round to the idea that use of personal data is a benefit.” – Christophe Legras, Xerox Research Centre Europe The debate over personalization versus privacy...
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Automate the Conversation with Your Customer
By Nick Gyles, chief technology officer for WDS, A Xerox Company Nick Gyles will discuss the role of Virtual Agents in the Enterprise at the upcoming Intelligent Assistants Conference in New York. The...
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Chat to Replace Call
By Mouad Aoujil, Delivery Manager Sales Chat at Xerox. Location: Tilburg, Netherlands “Consumers are ready for online chat. Early adopters enjoy a competitive advantage as they move towards the future...
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Harness Technology to Increase Customer Retention
By David Ffoulkes-Jones “We’re able to predict which customers are likely to defect so you can take preventive action.” — David Ffoulkes-Jones, chief executive officer for WDS, A Xerox Company In tough...
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Supporting the Internet of Things
By Craig Rich “As smart objects get smarter and more ubiquitous, Customer Care will change in ways we can scarcely imagine.” — Craig Rich, chief marketing officer at WDS, A Xerox Company In very little...
View ArticleBreak Down Your Silos
By Roberto Montandon, vice president of Strategy and Business Support for Xerox The last decade has seen significant improvement in customer care on many fronts. But the gains are leveling out, and the...
View ArticleHow Could a Customer Care Innovation Lab Help You?
By Craig Rich, chief marketing officer at WDS, A Xerox Company. Times are changing and customer care needs to meet the challenges of a new reality: An omnichannel world, competitive pressure, service...
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Five Products with Embedded Customer Care
“The average home will have 500 connected ‘things’ by 2022, and many will have embedded, interactive customer care.” – Tim Joyce, chief innovation officer in Customer Care for Xerox. By Tim Joyce More...
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Customer service in high tech needs to be high impact
By Elena Christopher Some of the highest stakes in customer service sit in the high tech and communications sectors, where a company’s livelihood depends on staying ahead of the curve with new products...
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It’s not a transaction, it’s an experience
By Sumeet Sanghani Remember when a smile and a thank you right after the business transaction were the sole requirements of a customer service strategy? It’s no secret that winning and keeping...
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The future of call centers
By Chuck Koskovich Just as technology has transformed the methods by which people communicate, work and learn, it has also changed the landscape of the call center industry. But call centers are not...
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4 tips to earn and keep loyalty in a multi-channel world
By Sumeet Sanghani Just type the word multi- or omni-channel into your search box and you’ll pull up myriad reasons why your company isn’t doing it right – mostly focused on marketing and...
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How Automation and Analytics are Changing Customer Care
“Without change there is no innovation, creativity, or incentive for improvement. Those who initiate change will have a better opportunity to manage the change that is inevitable” – William Pollard,...
View Article3 ways to be a ‘travel agent’ on your customers’ journey
By Joseph Spurlock, responsible for supporting Xerox’s customer care strategy for large travel/hospitality clients. Jane’s in charge of booking a family vacation this year, and decides to call a travel...
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How one call center handles 2 million customer calls per month
By Chuck Koskovich, global customer care leader, Xerox A lot of people rely on Xerox for our ability to provide customer care support. Our customer service agents work on behalf our clients every day...
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Five winning customer care attributes
By Chuck Koskovich Remember the days when the only key to customer service was to remember one catch phrase: “The customer is always right”? Chuck Koskovich, senior vice president of Global Customer...
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What keeps customer service people up at night?
By Mark Lewis, Sales Executive, Utilities, Xerox Commercial Business Group Of the range of topics that customer service executives at utilities companies talked about during CSWeek, keeping up with...
View ArticleHelping Louisiana’s Most Vulnerable Stay Safe as Flooding Looms
By Tim Larroux, Executive Account Manager In Long Term Care Access Services For Xerox Government Healthcare Solutions With some areas receiving up to two feet of rain, parts of Texas and Louisiana are...
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