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Following on from National Customer Service Week, our Chief Customer Officer Rob van Herpen reflects on the journey that customer service has undergone in the last decade, and the role it plays within the wider scope of the whole customer experience.

I’m pleased to announce that I will be moderating a webinar hosted by 5CA on October 27th. The title is CX Strategy: What Now? I know you might be thinking “another day, another webinar invitation,” but as I’m chairing the debate I want to try making this one a little different. We can’t meet at conferences right now so the very least anyone planning a new webinar can do is to ensure it’s interesting and this one should hit the ball out of the park.

In all walks of life, across almost all types of work and career path, all of us run into the need for skills that serve us—whether we’re serving customers an extra-hot double shot latte, securing a multinational corporation’s global network links, or teaching kids to recite their ABCs.

The wonderful world of gaming…! It’s pretty distinct in the wider entertainment industry. Gamers don’t really behave like customers—they behave more like fans.

Gaming has been one of the few beneficiaries of the Covid-19 coronavirus pandemic. Global quarantine and stay-at-home orders preventing people from traveling, commuting, and socializing have resulted in a boom in the gaming industry.

5CA is changing the game with a #WorkFromHomeCommunity of support agents across the globe. In a bid to unlock just how having the entire world as our talent pool of support agents works for us—and can work for you—we’re getting the word from the #FansOfYourBrand themselves. Here’s why our agents love being part of 5CA.

Game launched? Check.

Player hype? Check.

Champagne? Crack that bottle, you deserve it!

2020 is set to be a blockbuster year for gaming. In particular, mobile games that don’t need the player to invest in a console or any other equipment. One of the effects of the stay-at-home and quarantine orders during the Covid-19 coronavirus pandemic has been that people have needed to find things to keep them occupied.

The white paint lines on the road crept passed ever so slowly, like my life tricking away.

Take a look at this Google data on how many people searched for ‘work from home’ in the past year. The chart soars in March 2020 just as many national governments were applying stay-at-home orders and quarantines to help reduce the spread of the Covid-19 coronavirus.

Yes…. Another thought piece on how COVID-19 is re-shaping life as we know it and what can we learn from it going forward.

Did anyone see that Assassin’s Creed Valhalla announcement trailer? Of course, you did. But, chances are you didn’t discover it on your own; instead, it appeared on your social media channels, most likely shared by a fan of the franchise or an influencer. At least, that is how it happened to me. Game marketing has changed in the digital, community, and influencers era.