The holiday season is about gift giving, office parties, and family get-togethers. But it’s also the time for reflection and gratitude—and that provides an ideal opportunity for customer appreciation....
The 19th century French mathematician Henri Poincare once said, “It is far better to foresee even without certainty than not to foresee at all.” For many call centers, uncertainty...
As a customer experience professional, you’re likely well-versed in your organization’s customer experience goals, budgeting processes, strengths, and weaknesses. But you might wonder what peers at other companies are...
Industry data shows that for every dollar a company spends on service for existing customers, they spend five dollars on Customer Relationship Management (CRM) systems to acquire new ones....
The speed of innovation is harder to keep up with than ever before—and it’s not slowing down. The longevity of a business depends on its operational agility; you must...
Summer is the time for holidays and getting away from the stresses of everyday. So, what you don’t want is additional stress trying to book a holiday! This is...
Whether it’s exploring a favorite city, unwinding at a beach resort or adventuring to parts unknown, travel is all about the experience. With intense competition among airlines, hotels, online...
The study found the No. 1 driver of digital transformation to be employee productivity/efficiency, followed by customer experience. This makes sense, considering the direct correlation between employee experience and...
The business environment is dynamic and ever-changing, and so is technology. The technology used for security controls, as well as for controlling roles and responsibilities might change over time....
Increasingly, customers are virtual to businesses rather than a physical presence, which makes it critical to match technology with the best customer experiences. But for modern businesses that...