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 
Top 10 Ways to Win On CX and Other Key Insights from CX Ecosystem: A Frost & Sullivan Executive MindXchange
By Patricia Jacoby Senior Editor, Marketing Frost & Sullivan On February, 25th  Customer Experience experts, executives and leaders looking to learn more about CX convened in New York City to attend a unique new 1-day event: the Customer Experience Ecosystem: A...