According to Forrester Research , more than two-thirds of brands now aim to differentiate based on customer experience. Confirming this, the 2016 Dimension Data Global Contact Centre Benchmarking Report… Read more
While many organizations aspire to create a culture of collaboration, today’s truth is that legacy technology, geography and other challenges tend to keep departments, people and knowledge siloed… Read more
While there were more than 100, perhaps more than 1000, top takeaways from the recent 2016 CRM Evolution conference (as well as the Customer Service Experience and SpeechTEK conferences running concurrently… Read more
In today’s world, customer service is changing rapidly with greater expectations for reduced customer effort and brand transparency, as well as increasing preferences for digital customer experiences… Read more
As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. But will they be pleased when they get there? Satisfied when they leave? Forrester… Read more
“Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.” ~ Tony Hsieh A Gartner Research survey found that by 2016… Read more