Tag: customer experience

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....

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

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

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”...

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

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

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...

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

“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...

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...

Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help...

For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven...