Customer Experience

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5 Omnichannel Lessons Learned the Hard Way
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5 Reasons to Invest Now in Customer Experience
“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” - Warren Buffett, 2005 Customer experience (CX) has become... Read More

Being Customer-Centric Is a Requirement, Not an Option
Albert Einstein once said, “The problems that exist in the world today cannot be solved by the level of thinking that created them.” Wise words. When it comes to evolving customer expectations,... Read More

Remember When Mobile Technology Wasn’t Considered Important to Contact Centers?
The rapid evolution of mobile technology has kept contact centers on their toes over the past decade and continues to be a preferred method of communication for many customers, regardless of industry.... Read More

Our People Are Our Future
A few years back, an agent asked me during a busy lunch shift if they could get a glass of water. Yes, you read that right - they asked me if they... Read More

2020 Vision: Contact Center Trends to Watch

Looking Back to See the Future
I was asked by ICMI to take a look back in the last decade to forecast where we will end up in 2020 and beyond. I am a forecaster by trade, and... Read More

I Have a Customer Care Dream
The middle of January always invokes the incomparable “I Have a Dream” speech by Dr. Martin Luther King Jr. Today, I’d like to adapt his words just a bit to apply the... Read More

Elevate Your Customer Experience with Omnichannel
The start of a new year—a new decade—is an exciting time. It signals a fresh beginning, the opportunity to let go of what doesn’t work, and evolve and improve what does. Now,... Read More

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