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Customer Strategist Journal

Spring 2020 Edition

In this issue, we look at CX Now and Next, and how the pandemic has accelerated the need for digital transformation and the contact center of the future.

PERSPECTIVES Rethink the Contact
Center of the Future 7 min read Social distancing and stay-at-home orders have affected every major city and has influenced what customers expect from digital-first experiences. Continue Reading
 
CASE STUDY A Humanized Approach to Automation Yields Positive Results 7 min read Essential robotic automation applications your organization needs to deploy to create effortless employee and customer experiences. Continue Reading
 
PROOF POINTS How Well Do Brands Use Mobile Messaging and Live Chat? 10 min read
 
INDUSTRY INSIGHT What Healthcare CX Looks Like in a New Reality 15 min read
 
IN-DEPTH Sales Growth in the Age of COVID-19 10 min read
 
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IN-DEPTH Contact Tracing Success Hinges on a Balance of Humans and Technology While contact tracing itself is not new, "it's going to take something fundamentally different than what historically has been done before," to meet the challenges of COVID-19. The speed and scale of the virus means a new approach is essential. Government agencies are looking at the whole continuum—evaluate, trace, and care—to contain the spread and engage the community in new ways. Continue Reading » 7 min read
 
OUTLOOK Welcome to a New World 2 min read
 
PERSPECTIVES Can You Spot a Toxic Company Culture? 7 min read
 
VIDEO Make Financial Customer Support Smarter and Faster 1 min
 
VIDEO Get Your Sales Engine Roaring Again 1 min
 
INDUSTRY INSIGHT Government Contact Centers Look to Future-Proof the Citizen Experience 6 min read
 
PERSPECTIVES How Government Agencies Can Manage Call Volumes and Connect Communities 9 min read
 
IN-DEPTH Work-From-Home Best Practices for Contact Center Longevity 7 min read
 
INDUSTRY INSIGHT 5 Ways to Make Financial Customer Support Smarter and Faster in a New Reality Financial leaders are working to keep communication channels open, manage revenue and customer expectations, while also thinking about market forces and business continuity strategies that will define their company's future and their ability to rebound. Here are 5 actions financial firms can take today to respond faster to customer support needs and position themselves to come out of the crisis even stronger. Continue Reading » 8 min read
 
PERSPECTIVES Redefine a Meaningful Digital Era 7 min read
 
STRATEGY SPEAKS CX Managers, Meet the Red Queen 5 min read
 
VIDEO A New Digital Era 1 min
 
VIDEO The Contact Center Future 1 min
 
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