By Vinod Varma, Vice President, Omnichannel Service Experience, UnitedHealthcare | Jan 7, 2021 | CC, CCE, CCS, CCW
Frost & Sullivan recently posed a few timely questions to customer experience industry expert Vinod Varma, who will be leading a session, Rebooting Your CX Initiatives: Advancing from Insights, to Organizational Strategy, at Customer Contact VIRTUAL: A Frost &...
By Christina Pletnewski, Vice President, Customer Experience, Safelite AutoGlass | Jan 7, 2021 | CC, CCE, CCS, CCW
Last year COVID-19 rocked the way we live and conduct business. Overnight, customer expectations changed and for Safelite AutoGlass it meant that we had to change how we serviced customers. It is in our DNA to talk with our customers during service, to offer a...
By Rachelle Dever, Vice President of Member Care, Cricut | Nov 19, 2020 | CC, CCE, CCS, CCW
In my career, I’ve had the great pleasure of working with some iconic brands in varying industries: food and beverage, hotel, travel, and now, consumer electronics. What I always find so fascinating is that, across industries, there are far more similarities than...
By Chris Vetrano, Head of Partner and Customer Engagement for Transit, Bikes, and Scooters, Lyft | Nov 10, 2020 | CC, CCE, CCS, CCW, CX Blog
It’s no secret that this year has changed a lot for everyone. Customer experience teams know the impact of COVID-19 all too well. As the world faced this global pandemic, and many business models and product offerings no longer made sense for consumers, it was...
By Stacy Sherman, Founder, DoingCXRight® | Sep 8, 2020 | CC, CCE, CCS, CCW, CX Blog
By Stacy Sherman Customer Experience Strategist and Practitioner Over the years, we often hear “The customer is always right.” While “always” may not really be the case, companies are going out of their way to please customers to fuel business growth. This is...
