Customer Experience

Experiences matter. Experiences are journeys. Journeys are designed. So say Thomas A. Stewart and Patricia O’Connell, authors of the new book, Woo, Wow and...

In recent years, a growing number of organizations have demonstrated progress toward becoming more customer-centric. For some, the transformation that began as conversations in...

According to TheFreeDictionary.com, “face the music” means to “confront unpleasantness, especially the consequences of one’s errors.” The precise origin of this idiom has been...

The idiom “get the show on the road” alludes to a theatrical production going on tour,” according to The American History Dictionary of Idioms....

An interesting finding from Dimension Data’s “2016 Global Contact Centre Benchmarking Report” is that, for the first time, customer experience has surpassed cost reduction...

Most organizations take an inside-out approach when it comes to customer management strategies. They measure performance and base decisions largely on internal benchmarks and...

Vivint Smart Home is a company that knows about change. The business that started as a dealer for home security companies has evolved into...

The origin of the idiom Moment of Truth is a “translation of the Spanish el Momento de la Verdad, signifying the point in a...

How do you begin to translate your company’s brand promise into actions that your frontline agents can carry out? One of the key strategic questions...

Once you begin to form a more holistic view of the customer’s journey, you can define the interactions that truly impact the customer experience—which...

Even the most effective measures will not impact the company’s ability to deliver an exceptional experience if the feedback cannot be translated into improvements...

Contact centers typically rely on post-call surveys to gather valuable feedback from the customer's viewpoint. But how do you measure a customer experience that...