Last March, I wrote about what I saw happening to the customer care industry when COVID-19 forced entire call centers to close their doors, send their agents home, and scramble to provide the technology necessary to get those agents back on the phones. It was ugly. As...

Often, my conversations with customers center on how their own customers’ needs have changed as the months have stretched on during the pandemic. The challenge, of course, is in meeting those new needs and remaining relevant in a new and rapidly evolving environment....

Are your customers struggling to come to terms with the new rules and new inconveniences of today’s “social distancing” requirements? Are they starting to take out their frustrations on your customer care agents? It seems to be happening just about everywhere right...

Superior customer experience, 100% compliance, and dramatically reduced costs. When we introduced SkyAI last year, I talked about how, thanks to this innovative Artificial Intelligence solution, we were able to deliver efficiency without sacrificing the magic of the...

Here are 7 Steps To Take Now For most U.S. companies, it continues to be a long, bumpy and unpredictable road back from COVID-19. Few recent studies underscore that fact as pointedly as the 2020 Edelman Trust Barometer. When the global communications company wanted to...

5 Ways to Keep Your Team Safe and Engaged Since March, companies around the world have faced a seemingly unending series of difficult trade-offs in the struggle to remain operational and save the business. For so many organizations, survival has depended on whether...

As You Map The Way to Your Next Normal There's so much talk these days about "getting to the new normal." In his recent article, Adrian Swinscoe shared some recent data about the impact of COVID-19 on CX scores: according to Cogito, CX scores have fallen by 4%...

If you've been working at your CX strategy for a while now, chances are, you have customer information as fresh and recent as Q4 2019... "...but those reports may as well be turned into bird-cage liners now." That's according to Christine Rimer, vice president of...

The current pandemic has had a profound impact on every American customer’s relationship with nearly every business they patronize. It has heightened some needs and muted others. It has softened customer expectations of some providers, while intensifying their...

With customer service planning conversations increasingly focused on re-opening, redesign, and planning for a post pandemic future, this recent Forbes article caught my eye. In spite of the fact that none of the 10 smart tactics featured here point specifically to...