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 Philip Purdy, Head of Customer Services, Community Fibre Limited | Nov 19, 2020 | CCE, CCS, CCW
When we talk about Voice of the Customer what do we mean? Well, in essence, it is the process of capturing the customer’s expectations, preferences and aversions. It doesn’t really matter what industry you work in, you are likely to face the same customer...
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...
