×

blog

Recent Posts

Blog updates via Email

Breaking down back-office barriers

Deliver better experiences–for employees and customers alike–through outsourcing Back-office services play an increasingly valuable role in an organization’s ability to deliver great customer...

Continue Reading...
From clunkers to chic: Defining value through the customer lens

This is part of a series on defining value in a post-Covid world. Check out the original post by my colleague, Paul Ignasinski. A few months ago, after my son wrecked our family car, I set out to...

Continue Reading...
Back office vs. front office: boost productivity between both offices

An organization’s front and back office functions are fundamental to any great customer experience. That’s why it’s critical to keep both front and back office operations running...

Continue Reading...
Your guide to the holiday season: 3 tips for retailers

It’s never too early to start preparing for the holiday season. And this year, retailers are scrambling to figure out what this year’s season may actually look like. In the wake of...

Continue Reading...
Customer retention vs. customer churn: should I stay or should I go?

Business owners, it’s never too late to win a customer back. Embracing a proactive approach with data, journey analytics, and the human touch can help combat churn and retain life-long...

Continue Reading...
Here’s how retailers are shifting from surviving to thriving in a new normal

Retail has been altered in ways large and small since the COVID-19 pandemic began 16 months ago. Businesses had to quickly adapt and find new ways to connect to their customers while maintaining...

Continue Reading...
4 CX changes to prepare for as the public sector embraces the cloud

Customer experiences have transformed seemingly overnight, with enhanced digital tools and technology, work-from-home operations, and empowered customers. These changes, while led by private...

Continue Reading...
How the Pandemic Has Reshaped CX Value

Customer experience is fluid. Social factors, environments, and technology shape people’s expectations and the interactions they expect from the brands they shop with. As a part of the CX Pod’s...

Continue Reading...
On Premise vs Cloud Contact Centers: 3 Critical Differences

There’s no denying the vital role contact centers play in brands’ ability to meet customer needs quickly and efficiently. When done well, centers offer seamless experiences by...

Continue Reading...
This Pride Month, Brands Look Beyond the Rainbow to Stand Out with Customers

It’s Pride Month 2021 and brands known for offering great customer and employee experiences are marking the occasion by taking a thoughtful approach to the annual celebration of the LGBTQIA+...

Continue Reading...

Pages