How to Architect and Design a Comprehensive
CX Strategy and Framework
Firstly, to establish context, let’s start by defining customer experience (CX) as the ability to understand our customer’s situations, perceptions and expectations of their relationship with our brands across all touchpoints and channels of the customer journey. This...
10 Lessons from a Workforce Manager
I have spent the past 22 years of my career building and leading Workforce Management teams in Contact Center environments for a variety of industries. Based on these experiences, I’d like to share my “10 Lessons from a Workforce Manager” which I...
CX 1.0 to 3.0: New Journeys for New Customer Expectations
Realizing the Benefits of Collaborative Performance Tracking
The concept of innovation has acquired multiple connotations over the last few years, especially within the linguistics of the business world. Some consider it the holy grail of growth. That pillar that, if you execute it well, will bring predictable annual growth....