Building Products that Matter to the Customer
Company A built an extremely sophisticated, technically flawless platform and launched it with much fanfare. The president sent congratulatory notes, and the teams went out for happy hour. Two months later the customer experience metrics either stayed stationery or...
The Missing Layer in Customer Contact Transformation: Metacognitive Energy
Today’s customer contact leaders are operating in one of the most complex environments in modern business. They are being asked to improve customer experience, reduce costs, deploy AI, increase agent productivity, protect brand trust, and lead teams through constant...
Is Your IVR a ROADBLOCK or a PATHWAY Helping to Resolve Customer Issues?
Fertitta Entertainment Several years ago, struggling to handle call volumes due to understaffing resulting from COVID, we were faced with a few options. Add an IVR and try to divert callers, making it harder to get to an agent. Or, add a customer-led conversational AI...
HEADLINER – Say YES to What’s Next: Service at the Speed of Change
CX leader Heather Arthur discusses how leaders can say yes to the right things, empower their people and embrace AI …while leading change with empathy and courage.
