Blog: CX Strategy & Digital Consulting
Recent Posts
What does it take to shut down a contact center? In the age of coronavirus, all it takes is a lackadaisical approach to cleanliness and preparation to impact the way that employees and customers...
The customer experience (CX) technology market is hot right now. The pandemic revealed just how poor most companies’ CX infrastructure is and exposed wide gaps in how companies interact with...
You may have heard the phrase, “customer centricity is a journey, not a destination.” A good customer experience (CX) program is never complete. It should be continuously refined and...
Creating an outstanding customer experience may catch a customer’s attention but unless it’s a consistent experience, it won’t win their loyalty. Especially at a time filled with...
Countless mentions of “digital transformation” gets us no closer to a clear understanding of what it is and its impact across an organization. Even more frightening, it seems that ...
The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer at digital transformation as a serious...
The 'new-normal' brought on by COVID-19 was led by a digital-first approach to business. Digital transformation accelerated out of necessity to quickly meet unexpected surges in customer...
New technologies combine with traditional contact centers to manage the three crises government agencies must face: COVID-19, record-breaking unemployment filings, and confusion around the CARES...
It's not a secret that customers typically call customer support as a last resort but in recent weeks, companies across many industries have reported high increases in call volumes, which...
Hospitals and health systems are at the front line in battling the COVID-19 pandemic. Rapid responses to surging patient call volumes are critical. We’ve identified three urgent issues where...