Many organizations say that their employees are their most important assets, but few really know how their employees are feeling, or the effect those feelings on their performance and loyalty. Emotional connections have a significant effect on productivity, employee engagement, and retention. And the better engaged...
For many customer experience leaders, trying to keep up with the processes, journey maps, and data points that make up today’s customer experience can feel like being on a boat that’s...
At a recent CommerceNext conference in New York City, retailers shared ideas and insights on how they’re changing their playbook to meet the needs of today’s customer. Here are three...
Just because you can automate something in the contact center doesn’t mean you should. To know which tasks to turn over to a machine is a challenge, as one must balance core service goals...
Creating an exceptional customer experience is no easy feat. It requires dedication, innovative thinking, integrating massive amounts of data, and implementing cultural changes across the...
Customer lifetime value (CLTV) is an important tool that companies can use to allocate their resources to gain the most benefit. It’s a metric that measures the amount of value a customer...
There is a discussion brewing among contact center leaders about what to call the front-line employees who handle calls and other customer interactions. Historically they have been referred to as ...
Here we are everyone, just a few weeks ago we all had the amazing opportunity to watch one of the greatest World Cups unfold. And despite my Scottish roots, the public couldn’t be any prouder...
Omnichannel success has become more than a buzzword—it’s the customer experience goal of many businesses. But organizational silos, data integration gaps, and many other challenges...
The recent Forrester 2018 CX NYC highlighted brands that understand what it takes to deliver to exceptional experiences to consumers. Amid digital transformation and the so-called retail apocalypse...
