Aligning Customer Care with the Corporate Strategy: The Customer at the Core
At the forefront of every thriving enterprise lies a fundamental truth: the customer experience is pivotal. It is this unwavering commitment to the consumer that shapes an organization’s reputation, profitability, and endurance in the marketplace. In...
The Science of CX: Understanding the Chemistry of Complaints
By Kat Ketter, AVP, Customer Experience, Jefferson Health Plans Contributor: Fannie Perrucci, Manager of Customer Experience, Jefferson Health Plans Not every customer interaction will be a pleasant one. Customer service team members have to ready themselves...
Delivering Fiscally Responsible Customer Service
Presented by Thomas Rocharz Director of Contact Centers Cape Air
Key Takeaways from the 19th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
INTRODUCTION The 19th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange brought thought leaders from around the globe to Huntington Beach, California, to tackle their challenges with other customer experience (CX) experts. Participants...