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How much empathy do you really need? And what role should AI play?

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Strategy Guide

5 tips to ensure your contact center clicks

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Checklist

3 ways to outsmart an unpredictable economy with superior CX

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February 16, 2014 Client Story

AHT down 29% and CSAT up 36%

Our client was looking for a better way for their associates to handle their high-value customers. With our help, they were able to get their current associates up to date on best practices.
Communications
February 16, 2014 Client Story

Innovative partnership increases sales, drives customer loyalty

Our client, a leading insurance company, signed an agreement that granted it access to a large database of potential new customers. We helped our client create three voice sales channels.
Property and Casualty Insurance
February 16, 2014 Client Story

Millions of reasons to stay connected with customers

Our client had just partnered with a new marketing organization and was deploying a new database and deployment solution, but it was a year away. We were able to help speed up the process.
Financial Services and Insurance
February 16, 2014 Client Story

State agency removes barriers to CX excellence

To comply with the requirements of a new Customer Assistance Program grant, our client needed to enhance the experience. We helped our client fix weak points, while building upon its strengths.
Healthcare
February 16, 2014 Client Story

Three months. One shiny new CRM. Zero data loss

A large U.S. government agency was frustrated with the limitations of its outdated CRM. In just 90 days, we helped our client implement a superior, modern CRM solution.
Public Sector and Government
February 16, 2014 Client Story

Vodafone revolutionizes retail service with mindset shift

Our client wanted to update its retail experience and present a more consistent branded customer experience across 15,000 stores worldwide. They chose us to help grow their NPS score.
Communications
February 11, 2014 Blog

Rules of Employee Engagement
January 23, 2014 Customer Strategist

Winter 2020 Customer Strategist Journal credits

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