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Customer Strategist Journal

Fall 2020 Edition

Re-imagine customer connections in a post-pandemic world. Learn how companies are resetting business around digital to succeed, no matter what happens next.

OUTLOOK A Great Experience Is a Bright Spot in Dark Times 2 min read Whether it's food delivery, the bank, Amazon, or the Town Clerk's office, customer experiences continue, even in trying times. These experiences are opportunities to find some light and human connection. Continue Reading
 
IN-DEPTH Now Is the Perfect
Time for CXaaS 4 min read Rather than stick to the old way of doing business, progressive firms are creating innovative, flexible customer experiences at scale and budget with speed. Continue Reading
 
IN-DEPTH Contact Center Automation = Good, Fast AND Valuable 5 min read
 
C-SUITE STRATEGIES How Kroger's Contact Center Weathered the Pandemic 10 min read
 
PROOF POINTS How Well Did Contact Centers Shift to Remote Work? 5 min read
 
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PERSPECTIVE Reset Your Contact Centers for Long-Term Stability in 2021 Over the past few months, the customer service industry has had to brace for large volumes of callers in need of information, direction and comfort. Contact center leaders needed to rewrite the rulebook to launch customer experience (CX) innovations to weather the storms. With the future still uncertain, organizations need to renew their focus on gaining efficiency and cost-savings momentum while also improving customer and employee experiences. Continue Reading » 5 min read
 
INDUSTRY INSIGHT The Public Sector is Primed for CX Improvement 8 min read
 
INDUSTRY INSIGHT It's Finally Time for Frictionless Financial CX 5 min read
 
VIDEO Break Through With Sales Outsourcing 1 min
 
VIDEO Healthcare's CX Transformation 1 min
 
IN-DEPTH Organizations Need Sales Outsourcing When It's 'All Hands on Deck' 6 min read
 
INDUSTRY INSIGHT COVID-19: The Surprise Catalyst for Healthcare's CX Transformation 5 min read
 
STRATEGY SPEAKS Virtual Meetings: Room for Even Better Technology 4 min read
 
PERSPECTIVE Goodbye Giant Digital Transformation Projects. Hello Digital Business The term "digital transformation" is meant to represent faster, more convenient, and more cost-effective ways that companies conduct end-to-end business through digital means. Yet prior to COVID-19, the concept mostly conjured up images of arduous and expensive IT projects that could take years to implement. Mention digital transformation to a CFO, and you would likely get push-back about big expenses and little ROI. Continue Reading » 4 min read
 
VIDEO Frictionless Financial CX 1 min
 
VIDEO Government CX trends 1 min
 
VIDEO Future-Proof Your Contact Center Operations 1 min
 
 
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