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...
By Debleena Majumdar, Author Co-Founder, Kahaniyah | Feb 21, 2022 | CC, CCE, CCS, CCW, CX Blog
After nearly two years of watching our world go online in ways we had never imagined before, a key question that emerges is how are people crafting for engaging experiences online? Given that our attention is just one scroll away from disengagement and one click away...
By Robert Gofourth, Executive Vice President, Operations Team Focus Insurance Group, Customer Engagement Leadership Council Member | Feb 7, 2022 | CCE, CX Blog
Introduction Rob Gofourth, a self-described “operations junkie” and experienced leader who is passionate about connecting corporate strategy to employee achievements, recently led a Customer Engagement Leadership Council Virtual Roundtable on the topic of authentic...
By Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan | Jan 20, 2022 | CC, CCS, CX Blog
Agents are the front lines in handling customer emotions. Often, when customers call, they have already exhausted poorly designed self-service options and are frustrated by the time the agent takes the call. The COVID-19 pandemic accelerated the need for work-at-home...
