Best Practices for a Differentiated Omni-Channel Experience
Digital technology is quickly changing the game for how companies and consumers interact with one another, setting a precedent for quick, convenient and easily accessible
Digital technology is quickly changing the game for how companies and consumers interact with one another, setting a precedent for quick, convenient and easily accessible
In my previous post, I explained the importance of creating a Customer Journey Map (CJM) and outlined the first three phases of the process – research,
You might be asking yourself, “What is a Customer Journey Map?” A Customer Journey Map (CJM) is a powerful process that tracks a customer’s experience,
Companies strive for best-in-class service because they understand the direct relationship that exists between improved customer service, loyalty scores, and greater profitability. Customer Experience is
The Importance of Customer Experience (Part 2) Excellent Customer Experience is critical to every organization. Customers are a business’ livelihood and no matter how great
Customer experience management is becoming increasingly complex as customer expectations are accelerating. Customers look to interact with a brand on their terms and are becoming
No business can exist without customers and a business cannot ensure long-term success without focused attention to their customer’s experience. Typically, in-store or in-person customer
Every business leader knows that it is important to differentiate in order to drive customer interest, loyalty and, of course, to stay ahead of your
There are many competitive forces that can usher in the need for a business process redesign such as new market entrants, new rules and regulations,
Does the phrase “there’s a time and a place for everything,” sound familiar to you? Most commonly, this is used when someone expresses themselves in
The contact center landscape is expanding to address the various channel options and evolving customer expectations. Customers reach organizations through a variety of pathways including
In a marketplace characterized by emerging technologies and numerous touch points, it’s easy for organizations to lose sight of the importance of effective omni-channel contact
