by Philip Purdy, Head of Customer Services, Community Fibre Limited | Nov 19, 2020 | CCE, CCS, CCW
When we talk about Voice of the Customer what do we mean? Well, in essence, it is the process of capturing the customer’s expectations, preferences and aversions. It doesn’t really matter what industry you work in, you are likely to face the same customer...
by Rachelle Dever, Vice President of Member Care, Cricut | Nov 19, 2020 | CC, CCE, CCS, CCW
In my career, I’ve had the great pleasure of working with some iconic brands in varying industries: food and beverage, hotel, travel, and now, consumer electronics. What I always find so fascinating is that, across industries, there are far more similarities than...
by Alpa Shah, Global Vice President of Customer Experience, Frost & Sullivan | Nov 10, 2020 | CCW
Recently Frost & Sullivan launched the first ever virtual customer contact event. The new platform proved successful for an interactive Executive MindXchange, despite the obstacles COVID-19 created for such events. We had a full house, where the majority of people...
by Chris Vetrano, Head of Partner and Customer Engagement for Transit, Bikes, and Scooters, Lyft | Nov 10, 2020 | CCW
It’s no secret that this year has changed a lot for everyone. Customer experience teams know the impact of COVID-19 all too well. As the world faced this global pandemic, and many business models and product offerings no longer made sense for consumers, it was...
by Rachelle L. Dever, Vice President, Customer Relations and Brand Experience, Signature Flight Support | Jun 1, 2020 | CCE, CCS, CCW, Featured
In this webinar you will learn how to be nimble and still deliver your CX strategy as we face the COVID-19 pandemic. Specifically, we will discuss how to face the current challenges you and your team deal with, while still being able to adjust your CX strategy and...
