Welcome to the MyCustomer.com customer service and experience area.

We have collected hundreds of related interviews, case studies and downloads to bring you everything that you need to know about customer service and customer experience management - from the strategic planning through to the solutions required to execute your initiative.

This area incorporates everything to do with frontline delivery, contact centres, customer loyalty and retention and CEM.

Neil Davey
Editor
editor@mycustomer.com

Download of the week

The benefits of using a knowledgebase for customer self-service By Talisma
Online customer self-service is an enabling technology that brings the answers directly to the customers. As this paper demonstrates, the key to successful online customer self-service is the knowledgebase.

Looking for a solution?

Our online directory provides a comprehensive list of suppliers in all fields of Customer management. From software to consultancy, if you are looking for a solution, click here.

Customer service & experience

Strategy feature

Finding the right role for self-service Many firms struggle with the right role for self-service in their portfolio of support offerings. Allen Bonde examines the reasons for this - and explores what the right role for self-service really is.more...

Solutions feature

Intelligent dialogue in the contact centre: Tearing up the script? Louise Druce investigates the training and technology that is being adopted to enable intelligent dialogue in the call centre.more...

Customer service video

Video voxpop: Is good customer service more important than price? MyCustomer.com delivers the latest in a series of video voxpops, where the general public shares its thoughts on key issues relating to customer service. more...

Latest customer service & experience features

6 Oct	Finding the right role for self-service
6 Oct	How will permission concerns reshape online behavioural tracking?
29 Sep	Corporate ecosystems: Building alliances to better serve customers
29 Sep	A customer experience emergency
26 Sep	What is the secret to successful outsourced customer service?

more...

MyCustomer.com October competition

Email editor@mycustomer.com with your name and postal address for a chance to win a copy of Chris West's 'Marketing on a Beermat'. Competition closes October 31. Winners will be randomly selected and notified after the closing date.