By Millie Gillon, Global Head of Client Experience and Managing Director, Standard Chartered Bank | Sep 8, 2020 | CC, CCE, CCS, CCW, CX Blog
You can teach technical skills, but you can’t give someone a heart. It’s easy to say, “Hire for empathy,” but to do so quickly, and at scale is hard to execute. So, how can you teach empathy? Professor Google defines empathy as the ability to understand and share the...
By Neil Crane, Vice President of Product & Technology, Cicero Inc., | Aug 5, 2020 | CC, CCE, CCS, CCW, CX Blog
Presentations by Neil Crane Vice President of Product & Technology Cicero Inc. Plus thought leaders from Genesys, ServiceNow and SurveyMonkey Frost & Sullivan is excited to announce the fourth installment of our ongoing live webinar presentations: Webinar...
By Jerry Leisure, Chief Executive Officer and Founder, Officium LabsNate Brown, Senior Director of Customer Experience, Arise Virtual Solutions, Incorporated | Jun 1, 2020 | CC, CCE, CCS, CCW
The work of the customer experience leader is infinitely complex. We must be capable of telling compelling stories through a combination of the empirical and the theoretical, be fluent in the language of every organizational function, and be masters of change...
By Steve Riddell, Head of Customer Experience, Better.com | Mar 18, 2020 | CC, CCE, CCS, CCW, CX Blog
Imagine my surprise when speaking at a recent summit for Customer Experience Officers when I asked the audience to define their “company’s customer experience”… and everyone seemed to struggle. Conferences are filled with seminars about the...
By James Walker, Senior Vice President, Restaurants, Nathan’s Famous, Incorporated | Mar 18, 2020 | CC, CCE, CCS, CCW, CX Blog
As of last year, the U.S. restaurant industry has grown to over 1 million locations, generating an estimated $863 billion dollars in sales. The over 300-year old U.S. industry seems to be in a near-constant state of change, driven by macro and microeconomic forces,...
