September 15, 2022
When considering how these two experiences work together, it’s a simple equation: Employee Experience (EX) + Customer Experience (CX) = Customer Success...
September 14, 2022
Without doubt, technology has enabled organisations to make big strides in key aspects of customer service – and customers welcome many of...
September 2, 2022
When it comes to enterprise telecom, cloud, and other IT expenses, today’s procurement departments must balance mandates for operational efficiency, cost reduction,...
August 31, 2022
We are half way through 2022 but reading about poor customer experience and staff attrition rates in contact centres you would think...
August 2, 2022
Even before the pandemic hit, more and more workers began shunning the traditional office in favor of other environments in which they...
July 19, 2022
Last month I wrote about the need for organisations to have a customer service reset in order to avoid the risk of...
June 30, 2022
With rampant talent shortages and rapid advances in technology, organizations across the globe are feeling the urgency to upskill and reskill their...
June 28, 2022
Customer Experience, or CX, is fast becoming the competitive differentiator in the banking industry. Banks – and financial institutions in general –...
June 23, 2022
Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are faced with...
June 14, 2022
If I made a list of all my mistakes it would take a while to apologize for all of them. I think...