Partner Blogs

The Philippine IT-BPM Industry in Numbers According to the IT and Business Process Association of the Philippines (IBPAP), the Philippines commands an 18% global market share in customer experience, standing tall in IT & digital services, healthcare services, and employee satisfaction among Global In-House Centers (GICs). The Philippine read more

Beyond the chime of festive bells and the melodies of carols, the tune of the holidays reverberates with sales pitches and “buy now, pay later” deals. In 2023, consumers jammed to this music earlier than expected. Let’s dive into some of these key insights and learn a better way to prepare for the 2024 holiday season. 2023 US Holidays in Numbers read more

Brands require innovative customer service teams to meet rising customer expectations and adapt to changing business demands. CX leaders play a crucial role in fostering a culture of change by advocating for customer-centric approaches that drive innovation. In a recent panel at Gladly Connect Live 2024 , three CX trailblazers from Samsonite read more

Today’s brands face the challenge of balancing growth with limited resources. How can teams scale operations without inflating costs and maintain personalized customer experiences ? In a recent panel at Gladly Connect Live 2024 on “Doing More With Less,” CX leaders from Crate & Barrel , FTD Flowers , and SelectBlinds discuss strategies read more

AI has become an integral part of the modern business landscape, with some brands already leveraging its power to transform their operations. In a recent Gladly Connect Live 2024 panel , CX leaders from three brands — Rothy’s , Breeze Airways , and BSN Sports — discuss their journey into AI adoption, the business cases they’re testing, read more

March ushers in Women’s History Month, a time when businesses of all stripes celebrate the extraordinary contributions of women in the workplace. But while women in CX have significantly influenced their support centers, there’s still ample opportunity to elevate more of their talents to leadership positions. According to data from the Women in read more

In your healthcare practice, every phone call matters. Missed calls mean missed opportunities—for appointments, medical advice, or billing support. Yet, staffing shortages exacerbated by the pandemic have led to frustrated patients and lost opportunities for the practice. Research from Envera Health shows the average call abandonment rate for healthcare read more

Call center agent engagement and feedback are more important than ever in today’s high growth business process outsourcing (BPO) industry. CustomerServ is proud to present our comprehensive global market research study of call center agents in over 25 countries. We hope this report provides brands, CX leaders, and BPOs valuable insights to help you read more

As AI and automation become more essential to customer service and support teams, brands that learn to adopt and integrate these technologies effectively will have a substantial advantage in the fight for customer loyalty. We spoke with experts in customer service from Victoria Beckham Beauty , Caraway Home , and Birdies about their experiences read more

Ecommerce brands that build passionate followings can struggle to maintain their connection with customers as they grow. To support ongoing growth, companies tend to prioritize speed over preserving personalization in customer experiences. But what if brands could have both? An example of CX excellence personified is BARK — a pet brand whose read more