Transforming the Support CX with Video
The COVID-19 pandemic forced centralized contact centers to distribute their operations – that’s the democratic way to say it, anyway. In reality, businesses everywhere scrambled to outfit their employees’ homes with the technology they...
21st Annual NECCF Conference & Expo
What a great time we had at the NECCF event at Gillette Stadium. It was so fun to participate and see our friends again from MaineHealth, Virgin Pulse, Citizen’s, VSP and so many other...
Is the Support Experience Part of Your CX Strategy?
We have all felt the impact of the macro-level market shift towards what has been dubbed the “subscription economy.” As many businesses move towards a recurring revenue model, the priorities have shifted from “initial...
Tapping the Value of Customer Communities
Most early online communities were set up strictly for customers to help other customers, and companies generally took a hands-off approach to discussions that took place on those sites. “Companies have come to realize that...
Thomson Reuters: Creating a Thriving B2B Community
The Legal Solutions business of Thomson Reuters has been enjoying considerable success with its Small Law Firm Legal Professional Online Community since its launch in May 2015. The private online community is dedicated to...
Building Customer Communities: Tips for Long-Term Success
If your organization is like many forward-thinking, customer-centric businesses today, you already know that social networks can bolster the visibility of your company. You may even have taken it a step further by incorporating...
