By Stacy Sherman, Founder, DoingCXRight® | Mar 12, 2021 | CC, CCE, CCS, CCW, Featured
Who are your favorite companies, and what makes you brand loyal? People typically answer this question based on how well a business understands and meets their needs. Buying decisions go way beyond price as we often pay a higher cost to shop at a particular place....
By Nate Brown, Senior Director of Customer Experience, Arise Virtual Solutions, Incorporated | Mar 1, 2021 | CC, CCE, CCS, CCW
So much has changed in the world of customer experience. Over the past many years, the concept of convenience has been the undisputed focus of most CX professionals. By saving the customer time and reducing effort, we earn their loyalty. While this is certainly still...
By Chelsea Kleen, Manager, Health System Emerging Strategies, UT Southwestern Medical Center | Feb 23, 2021 | CC, CCE, CCS, CCW, Featured
The COVID-19 pandemic has brought many new challenges in healthcare. Most importantly, providers want to ensure the highest quality of care and treatment to patients while minimizing the spread of the virus. Healthcare organizations have had to adapt quickly from...
By Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan | Feb 23, 2021 | CC, CCE, CCS, CCW
INTRODUCTION Agents are the front lines in handling customer emotions. Often when customers call, they have already exhausted poorly designed self-service options and are in a state of frustration by the time the agent takes the call. The COVID-19 pandemic has...
