By Ginger Conlon, Thought Leadership Director and Customer Experience Advocate Genesys | Nov 22, 2022 | CC, CCE, CCS, CCW, CX Blog
Low morale among contact center employees — often an organization’s front door to its customers — is at a crisis point. More than three-quarters of customer experience (CX) leaders say low morale/engagement among their staff is challenging. It’s time for a change. “I...
By John Bord, Manager, Customer Experience, Tucson Electric Power | Oct 25, 2022 | CC, CC Awards, CCS, CCW, CX Blog
INTRODUCTION At the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange in Tucson, Arizona last week, John Bord, Customer Experience Manager, Tucson Electric Power, offered guidelines and lessons learned implementing successful customer...
By Eric Caron, Senior Director of Digital Experiences, Caribou Coffee | Oct 25, 2022 | CC, CCS, CCW, CX Blog
“How do we know this worked?” In the history of humanity, nobody has enjoyed hearing that question. Why? Because it contains seven assumptions – six of which have negative foundations! As companies evaluate their 2023 marketing spend (after likely...
By Frost & Sullivan | Oct 4, 2022 | CC, CCE, CCS, CX Blog
As virtual and hybrid work arrangements and digital acceleration continue to reshape the very nature of customer contact and customer engagement, it’s critical to stay connected to the latest learnings and trends. Joining the Customer Engagement Leadership Council is...
By Frost & Sullivan | Sep 19, 2022 | CC, CCS, CX Blog
Moderated by: John Bord Manager, Customer Experience Tucson Electric Power
By Ginger Conlon, Thought Leadership Director and Customer Experience Advocate Genesys | Sep 19, 2022 | CC, CCS, CX Blog
Despite all the change we’ve seen in customer experience (CX) over the past few years, there’s still too much mired in the status quo. So, it’s no surprise that thinking differently, using agile experience design and putting customers at the center of CX orchestration...
