As a consumer, I know how I feel when I have to reach out to customer care. So do you. Some brands (our favorite brands) make it so easy.  One call or text or chat is all it takes to get what we need. So quick and painless that we barely stop to think about how well...

We spend a lot of time in the customer care industry talking about consumer expectations: the trends, the unpredictable shifts, and of course, the latest and greatest innovations we can employ to better meet them. We invest in ever-greater organizational flexibility,...

Even tiny shifts in leadership focus can lead to costly drops in customer experience. After showing an impressive post-covid CX rebound – and steady gains in 2021, US brands appear to have hit the wall. That’s according to Forrester’s 2022 US Customer Experience...

It’s Time to Look Beyond Brand Loyalty The 6 ways consumers build long-lasting connections (and more profitable relationships) with the brands they love In their newly released 2022 Brand Intimacy Report, MBLM has expanded their decade-long investigation into the...

“You can make or break a brand relationship in a single conversation…” That was an opening sentence that caught my eye the other day. Instantly, I thought, "Agreed!" It was an article about the tumultuous shifts that contact centers – and the brands that depend on...

These 5 Emerging CX Trends Will Determine Your Brand's Success Get the breakdown from North America’s leader in customer care. For North American brands and the customer care teams who support them, 2020 launched a period of upheaval, unforeseen challenges, and wildly...

“Many organizations claim to be customer-centric. So why do some continue lose customers, while others deliver phenomenal experiences?” That’s the opening line in a recent CMS Wire article by Jason VandeBoom. It’s also the central, multi-million-dollar question at the...

In their recent 2021 survey of contact center leaders, Deloitte Digital explores how post-pandemic contact centers are rapidly evolving into customer experience (CX) hubs. The survey is well worth the read, outlining 5 critical findings. For me, the most striking...

Andrew Bosko Has Helped Transform Skybridge Americas’ Brand Since he joined the company in 2016, Andrew Bosko has helped Skybridge Americas’ transform its brand, upgrade its technology, and grow in sales. Learn more how Andrew has helped transform Skybridge Americas’...