Customer Journey Mapping Playbook
How Well Do You Know Your Customer’s “Moments of Truth”? In the ever-evolving landscape of contact centers, understanding how your customers are interacting with you
How Well Do You Know Your Customer’s “Moments of Truth”? In the ever-evolving landscape of contact centers, understanding how your customers are interacting with you
Customers are now demanding that their interactions with your brand be not only customized, but accurate. Close, but not too close. Learn why.
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.
“…[T]here are things we know we know. We also know there are known unknowns; that is to say we know there are some things we
Business models are not static, they are ever-evolving. Telecommunication companies, for example, are in a constant state of transformation as they attempt to stay ahead
I am often asked what the COVID-19 pandemic’s impact has been on my company and what I consider the key leadership learnings from the last
In May 2018, the White House administration signed a piece of bi-partisan legislation that rolled back banking regulations passed in response to the 2008 financial
For many firms the annual planning process is well underway. Leadership sets a vision for the business strategy, which is often a three-year view of
We’ve all heard the wisdom that “data is nothing unless it can be turned into information”. The amount of data available to us is growing
Market conditions and customer expectations are constantly evolving, exposing gaps and creating opportunities for customer experience improvement. With the proliferation of new contact channels, digital
In this highly competitive and volatile marketplace, business leaders are painfully aware of the negative outcomes which can occur when operations lapse into a business
Every leader faces critical business challenges. And when those challenges surface, the pressure is on to find solutions – and fast! But the process of
