Customer Experiences That Inspire Connection
Many of us view customer experience wholly from the perspective of the interactions a customer has with an organization and believe companies that are ‘customer-centric’ are those that work tirelessly to ensure that each consumer touchpoint is positive and seamless....
Top Takeaways from the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange
The 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California, was a meeting of innovative, enthusiastic, collaborative, and analytical minds. This year, the main challenges discussed by contact center leaders...
It’s Time to Pull Up A Chair For CX At The Product Design Table
Years ago, I started conversations with one of our product design teams. I asked about how they could make their product better by solving issues our customer experience (CX) group found. In response, I was asked to justify why they should build features to help CX...Customer Experience as the New Competitive Advantage
Defining the customer experience is the single fastest way to grow a business. But how do we define the customer experience? We know when we receive an outstanding customer experience, but it’s difficult to describe. Unfortunately, many big brands and businesses are...
