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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...
Map Your Customer’s Journey

Design a Service Experience That Differentiates

Experiences matter. Experiences are journeys. Journeys are designed. So say Thomas A. Stewart and Patricia O’Connell, authors of the new book, Woo, Wow and...
Slow service

What Causes Slow Service?

Speed is the ultimate compliment that we can pay our customers. It shows that we value their time and we recognize they have better...