By Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan | May 10, 2018 | CCE, CCS, CCW
It was a true pleasure wrapping up three days of learning and fun with three insightful and engaging panelists – Terry Blankenship, Associate Vice President, Contact Center Solutions of The General; Lisa Lavin, Director, Customer Experience of The Orvis Company; and...
By Greg Derwart, Managing Director, Administration and Customer Experience, Maryland Department of Commerce | May 10, 2018 | CCE, CCS, CCW
When Maryland Governor Larry Hogan implemented his statewide “Customer Service Initiative,” the messaging was all about the customer. He had campaigned on making Maryland “open for business” and wanted to make the state more business friendly. Like many government...
By Stefan Osthaus, Founder and Managing Director, experience5 GmbH | May 10, 2018 | CCE, CCS, CCW
Over the past years, I have worked with many clients around the globe implementing powerful voice of the customer (VoC) programs. One of the most common themes I see is management’s impatience in asking for results and the customer experience teams’ frustration about...
By Ivanka Menken, Co-Founder and Director, The Art of Service | May 10, 2018 | CCE, CCS, CCW
Contact Centers are at the heart and core of any organization. They are the perfect vehicle for the business to understand what their customers need, want, desire and expect. Contact centers are where brand image and customer satisfaction levels can be made or crushed...
By James Pendergast, Senior Vice President, AARP Experience | May 10, 2018 | CCE, CCS, CCW
There’s no doubt about it, for today’s customer experience professional, the current shiny objects in the room are called Machine Learning and Artificial Intelligence – they are the belle of the Customer Experience (CX) ball! Personalizing a customer’s journey with...
By SmartAction Company LLC | Jan 31, 2018 | CCE, CCS, CCW
“The process of determining what to automate can be a journey because there are so many places to start. I am going to show and discuss a small roadmap example that’s universal to any type of business. A few real-world examples of where to start with AI are an...
