Customer Experience

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...

So far, in our omnichannel series, we looked at the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel,...

Last month, some 1,200-plus contact center and operations leaders gathered in Las Vegas for Engage 2015—The Verint Systems Global Customer Conference, where they shared...

Last month, we shared insights from industry solutions providers about the top challenges that contact centers face when transitioning their strategy from multichannel to...

In an earlier post, we shared some of the top challenges that contact centers face when transitioning from a multichannel approach to an omnichannel...

Companies spend millions each year on marketing and advertising to distinguish their products from their competitors. Yet after spending their time and resources to...

While many organizations are currently providing multichannel customer service, few as yet have evolved their strategy and systems to deliver a true omnichannel customer...

A successful theater production requires precise timing and teamwork from the players both onstage and backstage. The stage crew, director, choreographer, costume and set...

While sitting on the panel during a town hall meeting of contact center leaders, I was asked by Mary, one of the attendees, “I...

Today’s customers own multiple technology devices and use them to interact with companies and brands like never before. People’s preference for—and reliance on—technology to...

What is often missing during the development of the customer experience strategy is the main element: the customer. Making assumptions about what customers value...