Customer Experience

What do you picture when someone says “contact center”? Rows of employees at computers with headsets? An office full of tiny cubicles? Personally, I...

This month's top 5 blog posts highlight two of our most in-demand topics: customer experience (CX) and expanding your workforce. In our CX posts,...

Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales,...

We know as consumers that there’s a certain feeling and satisfaction you get after having a really great customer service experience. We want the...

Like most parents, I’ve been looking for ways to enrich my children’s experiences during this past year—not only to keep them from becoming bored,...

Workplace trends come and go. From the hierarchical corner office setups and cubicle rows that dominated most of the 1900s to open-plan campuses with...

Healthcare and PowerHouse have a very long and rich history. We have had the privilege of working with some of the best systems in...

Contact Center Pipeline’s AUTHOR WALL OF FAME Janet LeBlanc is President of Janet LeBlanc + Associates, a consulting firm specializing in the design and delivery of...

The Customer Experience Professionals Association (CXPA) defines an outstanding CX practitioner as someone who “inspires excellence in all aspects of the CX discipline and...

Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public...

Human emotions are a tricky business. Researchers have been trying to understand and interpret emotions since Charles Darwin first theorized that human facial expressions...

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But...

My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind...

Do you ever stop to think about why a particular individual stands out in his or her profession? Many might point to qualities like...

Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. As a first-time CX practitioner, Lisa decides that her...

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and...

Everyone is talking about it—promising it, claiming it and marketing it. But what is the customer experience really? Is it a mystery, a myth,...

Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50. That certainly...

It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm’s research showed...

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs....