How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare. While the marketing role was focused on everything related to attracting customers and driving sales...

I’ve said it before: there are countless ways to measure a contact center’s performance. While each metric means something, the truth is, some are more useful and informative than others. More importantly, no single performance measurement is capable of helping a...

As a growing mountain of studies continues to show, the events and effects of the past year have driven – and continue to drive – profound shifts in customer needs, preferences, and standards. For better or worse, this great reshuffling of buying behaviors has many...

The Most Successful Businesswomen to watch, 2021 Some leaders like to help others and grow with them to make a better place around them. With the free spirit to help others and transform the financial sector, Laresa McIntyre joined forces with Skybridge Americas Inc....

A True Story of Patient Experience Gone Wrong and 3 Ways to Make it Right In one short year, everyone in the healthcare industry has experienced radical, upheaval. (Much of it painful. Some of it surprisingly positive.) It’s important to clarify that, when I say that,...

Several years ago, Annette Franz, the founder and CEO of CX Journey, wrote about 6 tools to ensuring that everyone involved in a brand’s success have a clear view and understanding of the customer. Delivering great CX isn’t just up to the employees at the front line,...

Here are 5 Things You Probably Forgot Advice on initiating, launching, and perfecting CX strategy is everywhere. Everywhere. Problem is, it’s not all good or useful advice. Bigger problem: even the best advice might not get you where you need to go. You can have...

As countless North American brands are discovering (and rediscovering) these days, the post-pandemic path forward continues to be a bumpy one. Indeed, many “customer-centric” brands of the pre-2020 era are coming to the sobering realization that, in order to fully...

The events of the past year caused dramatic disruptions in consumer behaviors. While many were obvious and, potentially, short-term, other changes were a lot tougher for brands to notice or easily understand. When brick-and-mortar retailers were forced close their...

How well do you know – I mean really know – what your customers want and need most from your brand right now? It’s a tricky question to answer. When business consultant Adrian Swinscoe recently tackled it, he drew on lessons he’s been learning from a number of CX...