Customer Experience

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...

Michael Pace is the Owner and Principal of The Pace of Service, a consultancy that assists organizations to realize the full benefit of customer...

In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is...

JoAnn Morency is a founding board member for the NECCF (NorthEast Contact Center Forum), and Senior Vice President and Director of Retail Banking at...

Delivering a consistent customer experience across channels requires integration and collaboration across functions. Our omnichannel series continues with a look at internal resources that...

Guests of high-end hotels have come to expect over-the-top service from concierge staff. These well-trained individuals tap into their extensive knowledge of local services...

As many of the discussions at Engage 2015, Verint's Global Customer Conference, highlighted, analytics provides valuable insights into customers’ needs and expectations. To really...