EXECUTIVE INSIGHT
INTRODUCTION At the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange in Tucson, Arizona last week, John Bord, Customer Experience Manager, Tucson Electric Power, offered guidelines and lessons learned implementing successful customer...
Seven Tactics to Reinforce Your Customer Engagement Strategy
“How do we know this worked?” In the history of humanity, nobody has enjoyed hearing that question. Why? Because it contains seven assumptions – six of which have negative foundations! As companies evaluate their 2023 marketing spend (after likely...
Join the Customer Engagement Leadership Council
…and connect to a powerful network of collaborators, innovators and achievers
As virtual and hybrid work arrangements and digital acceleration continue to reshape the very nature of customer contact and customer engagement, it’s critical to stay connected to the latest learnings and trends. Joining the Customer Engagement Leadership Council is...
Transformational Stories from Customer Experience Superstars
Moderated by: John Bord Manager, Customer Experience Tucson Electric Power
Reframe Your Thinking To Design Exceptional Customer Experiences
Despite all the change we’ve seen in customer experience (CX) over the past few years, there’s still too much mired in the status quo. So, it’s no surprise that thinking differently, using agile experience design and putting customers at the center of CX orchestration...