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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...

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...

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...

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...

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...

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...

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...

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...

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...

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+...