Global CX Thought Leader
Relentless focus on Customer Experience, Leadership and Technology to enhance customer satisfaction and profitability. From platform [voice, chat, SMS, social] to Artificial Intelligence/Machine Learning, bots, training, process, data, WFM and operations – the big picture, strategic view is critical and often lacking. Customer Journey, inflection points and friction hot spots can derail any company. The fundamentals have to be executed, supported and consistent to then build/grow/innovate to create that holistic experience that drives loyalty and word of mouth. Too many either miss the basics or try to go for the wow factor and end up creating a fractured environment. They can all be done, but must be comprehensive – enabling mastery at every step. Move fast and break [fewer] things!
Mastering Omnichannel Customer Service in 2024
Building bridges to the consumer through multi-channel support. The Gist Technological efficiency [...]
Is Your AI-First Strategy Causing More Problems Than It’s Solving?
From technology giants like Google to major management consultants like McKinsey, a rapidly growin [...]
What are CEOs thinking about AI in customer service?
SPONSORED CONTENT BY - IBM Generative AI is reshaping business and society, promptin [...]
What do customers want from contact centers
Customer care leaders are facing their greatest challenge in decades. They must prepare their orga [...]
How a Strong Customer Experience Drives Business Growth
It’s not hard to connect the customer experience to business growth. After all, each of us plays t [...]
Top 10 trends to shape intelligent customer experience in 2024
In the realm of enhancing customer experience, a swift transformation is taking place, givi [...]
Gartner Analysts on the Top Trends Shaping CX in 2024 – CX Today
Historically, the focus of the customer service function has been on providing efficient, low-ef [...]
How to Succeed When You’re Not the Boss’s Favorite
Favoritism is a widespread and often unspoken reality in the workplace, stealthily diminishing job [...]