People, not Perks, Define Your Company Culture
Among professional circles, terms like “company culture” and “engagement” often get thrown around without much regard to what they actually mean for the organizations they represent. What’s more troubling is that when in pursuit of improving these vague terms,...
Mapping the Customer Journey and Experience
Many organizations go through journey mapping exercises, but few come out of these exercises with journey maps that guide next steps and execution. The recent Growth Innovation and Leadership: A Frost & Sullivan Executive MindXchange, included an interactive...
An Executive BriefEffortless Customer Experience
Kathy O’Mahony, Homes Direct Manager, AIB, recently presented a Virtual Executive Assembly (VEA) on Effortless Customer Experience to select members of the Customer Engagement Leadership Council, Europe. The Council is the world’s foremost member-driven, global...
Interactive Video: The Rise of RPA Bots in Customer Service
Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation. Most of us think of automation as the software that enables us to request an Uber on our mobile...