December 7, 2014 Client Story Airline reduces AHT with quality, not speed With calls handled by more confident and knowledgeable contact center associates, average handle time was reduced by a full minute Airlines
October 6, 2014 Customer Strategist CX Transformation: 4 Ways to Improve your CX Strategy Customer experience transformation best practices to drive business results.
March 1, 2014 Customer Strategist Customer Lessons Learned from the Health Insurance Exchange Rollout A look at what steps can be taken to smooth the ACA’s bumpy customer experience road. Healthcare Payers
February 16, 2014 Client Story Advanced analytics identifies at-risk customers Our client's growing customer churn problem was undeniable. We provided help by granting a better understanding of their customers and therefore reducing churn. Communications
March 1, 2013 Customer Strategist The Government of the Future is Built on Data Government agencies take a cue from the private sector, looking to data to improve operations. Public Sector and Government
September 1, 2012 Customer Strategist Customer Focus Sits at the Forefront in Financial Services Financial organizations are challenged more than ever with becoming truly customer centric and gaining the trust of their clients. Financial Technology
September 1, 2012 Customer Strategist Nissan Drives Customers Away From Price Focus The automaker’s focus on exceptional customer experience helps to differentiate the company in a heavily price-focused industry. Automotive
December 1, 2011 Customer Strategist Dell's Commanding Social Presence The high-tech behemoth launched a social media listening command center to listen closely to customers’ comments and concerns, and take quick action on any issues before they escalate. High Tech
September 1, 2011 Blog Customer Experience Management Strategy and Best Practices Profitable business performance is not a one-time activity. It is an ongoing evolution that requires rich, cross-channel customer intelligence.
September 1, 2011 Customer Strategist Nedbank Embarks on a Client-Centric Journey One of South Africa’s largest banks aspires to become more client-focused. Retail Banking
July 1, 2011 Customer Strategist Designing a Winning Onboarding Program Implementing an onboarding strategy for banking customers presents a unique opportunity to deepen relationships and increase retention Retail Banking
