Tag: customer experience

According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50...

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience. Now business leaders...

I always look forward to the new year and the enormous promise it holds. As 2020 begins, it’s an opportunity to reflect on what...

Do you ever stop to think about why a particular individual stands out in his or her profession? Many might point to qualities like...

I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently...

Happy Halloween! We have plenty of treats in store for Pipeline readers with this collection of articles offering vital intelligence on industry trends, strategic...

The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset....

Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service, where customer-brand conversations are...

On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of...

Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on...

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and...

I hated receiving quality assurance (QA) evaluations when I was an agent. Even though I got a good score, the process was based on...