The Three Shifts of Customer Leadership
What are the most essential shifts a key account director needs to make in order to see industry-leading customer results in their business? The answer is not doing more activity or more technology. It’s a shift in perspective. Why? This is because we read the...
Transforming the Customer Experience for Deaf Consumers
“Always remember that everyone with whom you have a relationship has an invisible sign on their forehead that says, ‘Make Me Feel Important.’ Treat them accordingly.” – Eric Philip Cowell As a Deaf person who uses ASL (American Sign Language) as her primary language,...
Activating the Digital Mothership: Retaining Top Talent in the Modern Era of Work
New Normal. Extraordinary circumstances. Unprecedented. These are all the words we’ve heard applied to the last three years of work life. This vocabulary circulated as a way to describe and justify a new, and what many thought temporary, way of working. Three years...
Crowdsourcing Solutions to Your Most Vexing Customer Service Challenges
When thought leaders from TMX Finance, Dun & Bradstreet, Baxter Healthcare and others gathered in Tucson, Arizona for the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange, they also led crowdsourcing sessions designed to gather...