Customer service leadership in a time of change

Last week in Berlin, thousands of customer experience leaders, technology providers and innovators gathered at CCW 2026, Europe’s leading event for…

For years, customer experience performance was dominated by one question: “How fast can we respond?” Metrics like average handle time, response…

Table of Contents - From call center to omnichannel experience - What cloud contact center solutions can do - Business benefits: scalable,…

With real-world utility example: how Octopus Energy built customer service by design — and what leaders can learn In today’s utilities landscape,…

Personalisation used to mean “Dear First-Name.” Today, travellers expect recognition across channels and timely, relevant help—balanced with clear…

Disruptions are the stress test for every travel brand. Weather, ATC restrictions, ship delays, strikes—each can trigger spikes across voice, chat,…

In travel, no technology outperforms an empowered human at the right moment. The fastest path to better CX is often better EX—giving frontline teams…

Travellers don’t think in “channels.” They message, tap, speak, or self-serve—often in the same journey. Brands that meet guests in-channel and keep…

Welcome to HubTalks — a new video series from NFON that brings you direct insights from the people shaping the future of customer communication.…

In today’s competitive business environment, delivering exceptional customer experiences is no longer a “nice-to-have” – it’s essential. To achieve…

When it comes to optimising customer service, having the right tools can make all the difference. At NFON UK, we offer two powerful solutions: Contact…

As we approach 2025, customer expectations are evolving rapidly, with expectations of speedier responses, personalised service, and seamless…

In today’s fast-paced digital landscape, small businesses are carving out competitive advantages by adopting "informal" cloud contact centres. These…

When you think of a contact centre, do you picture impersonal offices filled with rows of agents handling one mundane call after another? Think…

What is Professional Services as a Service? We have developed Professional Services as a Service (PPSaaS) to provide our partners with access to a…

The hype around the new wave of artificial intelligence (AI) capabilities has been hard to ignore, with experts unsure on whether AI will save the…

Digital transformation is in full swing. Increasingly, business processes and customer contacts take place online. Because customers can switch…

It wasn’t long ago that the idea of contact centres being a ‘cost centre’ was a universally accepted truth. Fast forward to today: customer…

Customer service matters more than ever. In a 2018 report from Microsoft , 58% of those surveyed claimed that customer service affected the choice…

In a recent survey conducted by Super Office , a total of 1,920 professionals were asked what their top business priority was for the next five…

In today’s modern age of digital technology, customers demand excellent customer service – and there is little margin for error. Social media and…

Today’s digitally-savvy customer expects personalised and seamless interactions with a brand, across every channel. Businesses need to ensure that…

The way we communicate has fundamentally changed. Twenty-five years ago, it was landline or bust… Unless you count running up a hill to send smoke…

Communication is changing, customer experience solutions can bring huge benefits The way people communicate is changing. Businesses not only need to…