by Patricia Jacoby, Senior Editor, Marketing, Frost & Sullivan | Mar 1, 2021 | CC, CCE, CCW, Featured
Introduction Recently, a select group of CX thought leaders gathered to address the customer experience gap that is prevalent across so many organizations today. The discussion was moderated by Samir Sakpal, Director of Consulting, Information and Communication...
by Nate Brown, Head of Customer Experience, UL EHS | Mar 1, 2021 | CC, CCE, CCS, CCW
So much has changed in the world of customer experience. Over the past many years, the concept of convenience has been the undisputed focus of most CX professionals. By saving the customer time and reducing effort, we earn their loyalty. While this is certainly still...
by Chelsea Kleen, Manager, Health System Emerging Strategies, UT Southwestern Medical Center | Feb 23, 2021 | CC, CCE, CCS, CCW, Featured
The COVID-19 pandemic has brought many new challenges in healthcare. Most importantly, providers want to ensure the highest quality of care and treatment to patients while minimizing the spread of the virus. Healthcare organizations have had to adapt quickly from...
by Alpa Shah, Global Vice President of Customer Experience, Frost & Sullivan | Feb 23, 2021 | CC, CCE, CCS, CCW
INTRODUCTION Agents are the front lines in handling customer emotions. Often when customers call, they have already exhausted poorly designed self-service options and are in a state of frustration by the time the agent takes the call. The COVID-19 pandemic has...
by James Dodkins, Founder and CX Rockstar, ROCKSTAR CX | Feb 5, 2021 | CC, CCE, CCS, CCW
James Dodkins used to be an actual, real life, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world. James uses this unique experience to energize, empower and inspire his clients and their teams as a...
by Flosshilda LaBrado, Senior Manager, Frontline Systems Experience, T-Mobile | Feb 3, 2021 | CC, CCE, CCS, CCW
We know that requiring less of our customers results in happy and loyal customers (check out Matt Dixon’s The Effortless Experience). Customers do not want to have to interact with a service provider, but when they do, the experience should be easy and a delight. So...
