All Posts By

Pauline Ashenden

AICX, Customer Experience, Customer Service, Support

Understanding the keys to proactive customer service success

In a fast-moving world, companies need to embrace proactive customer service to effectively address consumer needs. They must value customer time, minimise effort and deliver service seamlessly. How can they achieve this? Gartner’s Dynamic Customer Engagement (DCE) framework provides an answer. It aims to empower customer service to deliver the “next best action,” saving customers time while reducing unnecessary interactions and increasing…
Pauline Ashenden
September 21, 2023
CX, Customer Experience, Customer Service, Support

Meeting changing expectations around email customer service

Email customer service may not be new, but it remains popular. According to ContactBabel's 2023 ANZ Contact Centre Decision-Makers’ Guide, it is the most used digital channel and accounts for 16.5% of all interactions - second only to the telephone in both Australia and New Zealand - and use is increasing. Therefore, businesses must prioritise delivering efficient, effective customer service…
Pauline Ashenden
August 24, 2023