By Cippy Seidler, Director, Consumer Care Center, Banner Health | Jul 26, 2018 | CCE, CCS, CCW
In recent history, consumers viewed self-service as a negative. Today, it’s a must to provide a variety of options for customers to communicate or process transactions with your company. This can include allowing customers to handle their own interactions via...
By Stephen Loynd, Global Program Director, Digital Transformation Practice, Frost and Sullivan | Jul 26, 2018 | CCE, CCS, CCW
Introduction The 12th Annual Customer Contact Europe: A Frost and Sullivan Executive MindXchange (at Clontarf Castle in Dublin) brought together a number of familiar and new faces to discuss the continued shift toward a more digital world. Over the course of the three...
By Chad Hendren, Owner-Head Coach - Team Manager, Gravity MTB | Jul 19, 2018 | CCW
Making your CX strategy real by engaging and energizing the people you need on your side. A strategy only shines in execution. For your carefully-laid plans to add real business value to the customer experience, you need to look at how you implement your strategy from...
By Chad Hendren, Owner-Head Coach - Team Manager, Gravity MTB | Jul 19, 2018 | CCW
Compiling and analyzing data from multiple customer touch points, based on company-set metrics, will provide a dynamic and actionable way of improving customer experience Whether you know it or not, your business is awash in data about your customers and what they...
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...