Leverage these 6 Opportunities to Create a Better Customer Experience, Post-COVID
“Post‐COVID” is not just a feel good term! I see the end of this long and dark tunnel, after witnessing 28 out of 30 narrow body jets in long term parking at the Piedmont Triad International Airport (GSO) return to service; witnessing aircraft production rates ramping...
Where does culture show up in your service organization?
Have you ever taken a moment to ask yourself how you would define the culture in your organization? Not just at the corporate level, but within the service organization. Now, take a minute to think about the answers you would get if you asked your employees that...
The Benefits of Building a Robust Organizational Change Management (OCM) Practice
We’ve all heard the adage “the only constant in life is change.” If we put that in the context of IT transformation and user experience, it stands to reason that how we manage change on an ongoing basis becomes absolutely fundamental. This does not ring more true than...
Preview: SUCCESS STORY – Real‐World Initiatives that Increased CSAT
Engaging customers and providing world‐class experiences is nothing new, yet so many organizations get it wrong at the most basic level. When customers must contact a company for help, they expect just that, help. And often, companies do anything but help customers...