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In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to become customer-centric organizations. But when...

In the 90’s, I worked a number of contact center process improvement projects using Six Sigma. As with many Six Sigma projects, the idea was to come up with a predictive equation for a...

The quarter is about to close and your team is at risk of missing its sales targets—now what? As the adage goes, “Do what you’ve always done and you’ll get what you’ve...

Who were the customer experience leaders in 2010? How has the CX landscape changed since then? As businesses enter a new decade, it’s worth reflecting on how the customer experience—and...

This blog was excerpted from a recent issue of the Customer Strategist Journal. Subscribe today to get the next issue, delivered in January. For most companies, prioritizing the customer experience...

On Nov. 12th Disney Plus entered the streaming world and effectively started the Streaming Wars. Amassing 10 million users on day one and possibly matching Netflix’s 60 million in the future,...

IoT (Internet of Things) devices, products that are connected to multiple channels (think Google Home or any smart home device), are redefining how consumers interact with technology, just look at...

As customer service shifts toward automation and self service, new research from Forrester paints a picture of what the future contact center will look like. The call center as we know it is being...

This blog was excerpted from the upcoming Winter 2020 issue of the Customer Strategist Journal. Subscribe today to get the whole story, delivered in January. Messaging platforms like SMS, Facebook...

Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections, industry experts laid out the...