When considering how these two experiences work together, it’s a simple equation: Employee Experience (EX) + Customer Experience (CX) = Customer Success...
Without doubt, technology has enabled organisations to make big strides in key aspects of customer service – and customers welcome many of...
When it comes to enterprise telecom, cloud, and other IT expenses, today’s procurement departments must balance mandates for operational efficiency, cost reduction,...
We are half way through 2022 but reading about poor customer experience and staff attrition rates in contact centres you would think...
Even before the pandemic hit, more and more workers began shunning the traditional office in favor of other environments in which they...
Last month I wrote about the need for organisations to have a customer service reset in order to avoid the risk of...
Customer Experience, or CX, is fast becoming the competitive differentiator in the banking industry. Banks – and financial institutions in general –...
Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are faced with...
If I made a list of all my mistakes it would take a while to apologize for all of them. I think...
Though enterprises across industries understand AI’s possibilities and potential in driving business transformation, they struggle to efficiently implement and scale AI adoption....