Tag: customer experience

In 1979, when musician and entrepreneur Chuck Surack founded Sweetwater Sound, a mobile recording studio in the back of his VW bus, he never...

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center...

Remember being in school? I don’t remember much either, actually. But I do remember how classes were designated. The 101 class was always the...

Sitting here this morning, I see we have three sets of numbers going up… way up! Unfortunately, our COVID numbers are climbing higher and...

Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the...

Contact Center Pipeline’s AUTHOR WALL OF FAME Mike Aoki is President of Reflective Keynotes Inc., a Canadian training company that helps contact centers improve their sales...

The Customer Experience Professionals Association (CXPA) defines an outstanding CX practitioner as someone who “inspires excellence in all aspects of the CX discipline and...

The impact of the coronavirus pandemic has been multilayered, creating widespread fear and stress over health and safety, income, finances, child care, elder care...

The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with...

According to Bain & Company, organizations that excel at customer experience grow revenues 4%-8% above the rest of the market. Often, companies don’t understand...

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with...

Human emotions are a tricky business. Researchers have been trying to understand and interpret emotions since Charles Darwin first theorized that human facial expressions...

Contact Center Pipeline’s AUTHOR WALL OF FAME Kathleen Peterson is Chief Vision Officer of PowerHouse Consulting, a renowned management consulting firm specializing in operationalizing the Customer...

You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. “This idiom dates back to Chaucer (c. 1374) and...

When you think of states with the hottest temperatures in the U.S., chances are Arizona will be at the top of your list. Here...

February may be short on days, but not on thoughtful content from our expert authors. Our top 5 most-read posts for the month ranged...

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But...

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. “Change” is the best word to describe...

My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind...

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo...