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Leverage Customer Data to Deliver a Personalized Customer Experience

Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers...

Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence

Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers. Transformation that...

How to Make Your Contact Center Digital Transformation a Success

I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation....

3 Trends and Challenges for the CX Industry in 2019

In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention...
The Ball is in Your Court

The Ball Is in Your Court

I have had this idiom tossed my way any number of times by my parents, my children, my husband, my bosses and my colleagues....

Would You Do That to Your Mother?

A Q&A with author and customer experience pioneer Jeanne Bliss. In her latest book, Would You Do That to Your Mother? The “Make Mom Proud”...

How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities

Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety...

Inside View: Nate Brown, UL EHS Sustainability

Some people know from a young age exactly what they want to do. They pursue a vocation with dedication and never waver from their...

CX Satisfaction Starts with Your Brand Advocates

Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations...
QA in an Omnichannel World

QA in an Omnichannel World

Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be...
Letting Customers Depart Gracefully

Letting Customers Depart Gracefully

“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we...
Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering...