Omni channel, you hear the word everywhere these days. Is it a buzzword or the latest trend in customer contact? Is it necessary for an organisation to implement this strategy? Although omni [...]

As social media professional you have probably heard about social listening and social media monitoring. Often these two terms are used interchangeably and you might ask yourself if they are [...]

There’s a lot going on! The volume of questions, the online channels and the expectations of the customer are increasing. In times when web shops are gaining ground and physical stores are losing [...]