Digital Transformation through the Lens of Customer Experience
Recently, I was in need of some new end tables for my living room. I browsed multiple furniture retailers’ websites until I found the right
Recently, I was in need of some new end tables for my living room. I browsed multiple furniture retailers’ websites until I found the right
There has never been a better time to be a data-driven marketer. With larger sets of data and a more diverse stream of information available,
The shift towards digital creates both opportunity and complexity within the marketplace. Growth and adaption to new channels will take a strategic, long-term investment by
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
Clients frequently ask us how to improve the customer experience they provide. This is a big question that should not be answered until the root
My last blog post was about keeping technology simple, which focused on the importance of leveraging technology solutions that improve the customer experience and enable the
“Simplicity is the keynote of all true elegance,” Coco Chanel once said. While the icon referred to fashion here, the same also resonates for technology
Near Field Communication (NFC) is poised to change the customer experience by helping businesses and consumers receive data through mobile devices in real-time. The NFC
Acquiring and retaining the best Customer Service agents is consistently one of the key challenges for any company’s contact center. The good news is there’s
Everyone knows that success in business depends on great customer experience. In industries across the board, we’re seeing that the voice of the customer is
When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the
I’ve been listening to customers for a long time. Over the years, I’ve seen call centers evolve to contact centers that include nearly every possible
