The Ultimate Customer Experience Primer
This guide will serve as a comprehensive starting point for Customer Experience Management. There are more and more business leaders being called upon to guide Customer Experience (CX) initiatives. It’s no longer an optional function of the organization, but it has...
What’s Trending in Employee Experience (EX)?
The importance of the customer experience is always top-of-mind in the contact center industry. How well are we serving the customer? Are they having an outstanding experience? But what about the employee experience (or agent experience), which is equally important....
5 Ways to Take Customer Journey Mapping to the Next Level
Customer journey mapping is crucial to creating a good cross-channel customer experience. Customer journey maps should take an empathetic point of view, delving into customers’ pain points so organizational leaders can understand the customer experience and solve...
Takeaways from Customer Contact East: A Frost & Sullivan Executive MindXchange
Takeaways from Customer Contact East: A Frost & Sullivan Executive MindXchangeHear directly from Gabriele “G” Masili, Chief Technology Officer, Customer Service and Support at Microsoft, about some of his takeaways from our most recent Customer Contact Executive...