IN THIS ISSUE | WINTER 2019
Nurture Growth Amidst Disruption
As we move into 2019, the conversation around customer
disruption is no longer about whether it's happening. It’s realizing
disruption is here, and how to make it work for your business.
As we move into 2019, the conversation around customer disruption is no longer about whether it's happening. It’s realizing disruption is here, and how to make it work for your business.
In this issue:
Customer Experience Disruption Shifts From "Why" to "How"
The days of disruption are here. No company is immune to the many customer experience changes underway. Whether you’re a hyper-growth start-up or a traditional... more »
The Call Center Support Team Behind the Gig Economy
Driving a car. Ordering takeout. Grocery shopping. These daily tasks and more have been flipped on their heads by companies that support the “gig economy” ... more »
Contact Center and Call Center Insights: Customer data blind spots and how to avoid them
If several customers report a product malfunction, is it a major cause for concern? It depends. Unless the company has access to relevant data points and insights, it... more »
Case study: ThirdLove’s Secret to Getting Intimate With Customers
For decades, most women have had the same experience when it comes to bra shopping: They enter a dressing room and try on a variety of bras until they find one that... more »
Engage 2020: The Future of Customer Care Is Already Here
Digital innovations are revolutionizing the customer experience. They give customers a multitude of self-care channels and options. They automate simple and repetitive... more »
A Customer-focused Injection Into the Patient Experience
Healthcare in the U.S. is in the midst of a renaissance. The industry is finally catching up to others in terms of consumerism and convenience. Patients are taking... more »
Preparing Tomorrow’s CX Workforce in a Turbulent Employment Climate
2018 was marked by a historically tight labor market that had employers scrambling to find enough qualified workers to maintain growth. While it’s difficult to... more »