blog

New decade, new retail. At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional customer experiences in 2020....

The future of retail is about removing barriers. At NRF 2020, retail partners demonstrated the many ways brands can blend online and offline experiences and combine different data sources to...

Multichannel, omnichannel, single channel – companies have struggled to align customer expectations with CX delivery across the business in the channels customers prefer. It’s a challenge that has...

Increasingly, customers expect personalized experiences as a standard of service. But as consumers, we all know that the quality of personalized experiences is not equal. As customer expectations...

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...