blog

2019 was a year of change. Industries reinvented themselves, technology connected us, and politics swept the country. But more importantly we aimed to learn and grow with the world around us. We at...

This decade was shaped by remarkable change. Hypergrowths made buying toothbrushes hip, legacy brands took to Instagram, and the savvy consumer dominated the way we do business. Next year will be...

For 2020, the implementation of contact center automation is accelerating, so it is essential for companies to implement best practices, or risk falling behind the competition. Technological...

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...