Growth Opportunities in Global Contact Center Solutions: Embracing Disruptive Technologies and Strategic Alignment to Enhance Customer Experience
It Comes Down to Empathetic Communication and Human Connection
Darren Stavely, a 20-year financial services industry veteran who is obsessed with customer experience and solving big problems, passionately discussed getting back to the basics of remarkable customer service at the 20th Anniversary Customer Contact East: A Frost...
Your First 100 Days as a CX Leader
Congratulations! You’ve become the leader of a customer experience (CX) organization. Exciting times, right? When I first started leading CX teams, I learned quickly that it’s best not to start making broad proclamations right off the bat. The first 100 days are about...
Building Vibrant Voice-of-the-Customer Programs
What is the Voice of Customer (VoC)? When your customers speak… do you listen? And do you listen even when they don’t speak? In order to be competitive in customer experience, you need to be in tune with what your customers want and adapt to changing customer needs...