Webinar on Demand:
Creating Customer-Centric Communications in the Time of COVID-19
Over the past months, I’ve received countless emails from companies and organizations that I do business with, and some that I can’t remember the last time I did business with. It’s encouraging to see that most of the messaging is thoughtful, but more than a few...
An Excerpt from Enable Better Service: A Customer Service Contact Center Story
Chapter 3 – Soft-Serve Your Way to Self-Service Just like the self-service frozen yogurt stores, grocery stores with self-checkout, and banks with automated bank teller machines, you will find that self-service automation will require less staff and overhead....
Why Companies Fail In Pursuit of Delivering Great Customer Experiences
Imagine my surprise when speaking at a recent summit for Customer Experience Officers when I asked the audience to define their “company’s customer experience”… and everyone seemed to struggle. Conferences are filled with seminars about the...
Featured Video: Ask the Experts Panel Discussion Socializing CX Across the Organization
Moderated by Nate Brown Head of Customer Experience UL, EHS 