Blog: Back Office Support
Recent Posts
Whether it be politics, athletics, or business, what happens in the backlines is just as important as the front. An organization’s back office services work, which includes non-customer...
The old saying, “Don’t talk the talk, if you can’t walk the walk,” has never been more relevant to the world of customer experience. According to Forrester 72 percent of...
When leaders describe their vision for disrupting an industry, it often hinges on what that looks like for customers. It's about surprising and delighting them while making the experience...
A recent report, “The State of Digital Transformation,” echoes what business leaders of every stripe are realizing: digital is pervasive. Firms are under pressure to adapt or create new...
The value of trust helps people choose who they associate and confide with on a daily basis. But what happens when a company is dishonest with their customers or acts unethically? This year, data...
For many customer experience leaders, trying to keep up with the processes, journey maps, and data points that make up today’s customer experience can feel like being on a boat that’s...
In a world where many products and services are now seen as commodities able to be purchased anywhere, from anyone, and only when needed, many organizations are struggling to find and retain...
Let’s face it: Warning people that robots are stealing their jobs grabs far more attention than the truth. While it’s true that some jobs are better suited for automation, the reality...
Life is complicated and rarely goes as planned. For customer-facing companies, sudden emergencies like natural disasters or data breaches can trigger waves of consumers looking for help and answers...
The internet has always had its share of bad guys. And now that nearly all companies are moving to a more digitally enabled world, thieves, con artists, and hackers are finding new ways to steal...