Whereas previously the focus of organizations on social media was mainly on branding and service, more and more organizations see opportunities in lead generation. The web is full of potential clients that are looking for the right fulfilment of [...]

As an organisation, how do you create relevance in a world in which you need to meet all the sustainability requirements? And what do you, as a communications professional, focus on in your work? How do you find the right sustainability topics [...]

There is no doubt that response and average handling time play a major role in customer service and customer satisfaction. So these should not be missed when setting goals and KPI’s for social service. But there are more goals in digital [...]

Many organisations would like to incorporate chatbots into their organisation, and it is only logical to want to know more about what this virtual colleague can do for your company. For many organisations the pilot phase is now over and the [...]

How to find the right customer service strategy in a complex and fast moving world where new channels arise while traditional channels don’t fade out yet, where customers become more self-assured and demanding and where technology and automation [...]