By Claudia Belardo, Vice President of Customer Success, Red Sift | Apr 1, 2022 | CC, CX Blog
Change is hard, and recently we have all seen rapid, juxtaposed and mostly uncomfortable change in the world that has directly impacted our daily lives. In business over the last three years, I have also correlated that to the sudden interest by employers in my...
By Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan | Mar 16, 2022 | CC, CX Blog
In Frost & Sullivan’s 2022 IT Decision-Maker Survey, enriching customer experience, improving brand equity, and promoting digital commerce were cited as the top three business goals for the coming year. Businesses must leverage the wealth of available data...
By Amod Kelkar | Mar 16, 2022 | CC, CX Blog
“Post‐COVID” is not just a feel good term! I see the end of this long and dark tunnel, after witnessing 28 out of 30 narrow body jets in long term parking at the Piedmont Triad International Airport (GSO) return to service; witnessing aircraft production rates ramping...
By Jim LeMere, Vice President, Servicing Capabilities and Enablement, Northwestern Mutual, Customer Engagement Leadership Council Member | Mar 3, 2022 | CC, CCS, CX Blog
Have you ever taken a moment to ask yourself how you would define the culture in your organization? Not just at the corporate level, but within the service organization. Now, take a minute to think about the answers you would get if you asked your employees that...
By Yamila H. Harris, Global Head of Support and User Experience, IT Service Delivery Munich Re Americas Services, Inc. | Mar 3, 2022 | CC, CX Blog
We’ve all heard the adage “the only constant in life is change.” If we put that in the context of IT transformation and user experience, it stands to reason that how we manage change on an ongoing basis becomes absolutely fundamental. This does not ring more true than...
By Justin Davis | Feb 21, 2022 | CC, CCE, CCS, CCW, CX Blog
Engaging customers and providing world‐class experiences is nothing new, yet so many organizations get it wrong at the most basic level. When customers must contact a company for help, they expect just that, help. And often, companies do anything but help customers...
