Mystery Shopping in the Digital Age
It is every customer experience business leader’s worst nightmare; a customer service representative engaged poorly with a customer, who then recorded the encounter and made
Our industry experts and thought leaders have extensive experience in the industries we serve, including telecom and media, healthcare, enterprise technology, financial services, energy, transportation and government.
It is every customer experience business leader’s worst nightmare; a customer service representative engaged poorly with a customer, who then recorded the encounter and made
Achieving a clear line of sight into customer needs and preferences gives companies the ability to make proactive, informed business decisions. Customers want to engage
All companies have their own unique corporate cultures. The values and attitudes that are pervasive among a company’s employees, guiding how they respond, make decisions,
Customer experience is top of mind in every organization. Keys to a successful enterprise are centered around realizing the lifetime value of a customer and
In my career, I have fulfilled a variety of management and leadership roles. At MCI, I led multiple groups across the organization, and I felt
Oil has reigned for centuries as one of society’s most valuable resources. Throughout history, those who have controlled oil, have controlled the economy. However, in
As a business owner and the mother of two young adults entering the workforce, I believe our future as a productive and thriving economy cannot
Poor customer service doesn’t just impact the consumer; it also can hinder your brand. Northridge’s annual State of Customer Service Experience 2017 report studied the
In today’s technology-obsessed world, making life simpler, faster, and more seamless is a priority for both businesses and individuals trying to keep up with an
As the growth of technology and artificial intelligence permeate the workplace, few can deny the obvious benefits of computer-driven analytics. Computers can data crunch millions
As customer service methods constantly evolve to adhere to the demands of digitally-savvy customers, critical customer experience gaps can form, leaving consumers frustrated rather than
Companies spend a lot of money, resources and time creating quality monitoring programs that enhance their customer experience, however much of their effort is wasted
