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 Rob McDougall, President and CEO, Upstream Works Software | Feb 22, 2018 | CCS
I’ve been reading a lot recently about the importance of contact centers learning and understanding customer preference. According to industry magazines, predicting customer preference seems to be the thing to strive for today. The theory behind it is that customers...
By Jaime Bailey, VP of Marketing, VHT | Feb 7, 2018 | CCS
With service now the biggest competitive differentiator, it’s no longer enough to provide efficient, or even tailored service. Today’s customers expect an increasing level of personalization and will choose to buy from the brands that are able to offer service...
