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...
Data and Behavioral Science: The Twin Pillars of Strong Customer Experience
After nearly two years of watching our world go online in ways we had never imagined before, a key question that emerges is how are people crafting for engaging experiences online? Given that our attention is just one scroll away from disengagement and one click away...