2022 CX Leaders’ Guide to Multilingual Support

cx leaders guide

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The Gait Post

Don’t Speak

It is 480 days since the first lockdown was announced in March last year. This is longer than it took for the Empire State Building to be built and Robin Knox-Johnston to sail single-handedly around the world. Yet we still have many organisations blaming Covid for truly shocking levels of customer service and appalling wait times. But its now getting even worse. We now have companies telling us not to even bother ringing them at all

World of CX

Culture – The Breakfast of CX Champions

“Culture eats strategy for breakfast” is a famous quote from management consultant and writer Peter Drucker. Just to clarify, he didn’t mean that strategy was unimportant – but that having a clearly identifiable and inclusive culture was a better route to organisational success. This idea has long influenced my own thinking about what made some businesses more successful than others, particularly when it came to delivering a consistently memorable and sustainable customer experience (CX).