By Darren Stavely, Vice President, Operations, Card Services, Shared Services, Call Centers, FLEETCOR | Jun 14, 2024 | CC, CCE, CCS, CCW, CX Blog
Darren Stavely, a 20-year financial services industry veteran who is obsessed with customer experience and solving big problems, passionately discussed getting back to the basics of remarkable customer service at the 20th Anniversary Customer Contact East: A Frost...
By Mark Levy | Jun 14, 2024 | CC, CCE, CCS, CX Blog
Congratulations! You’ve become the leader of a customer experience (CX) organization. Exciting times, right? When I first started leading CX teams, I learned quickly that it’s best not to start making broad proclamations right off the bat. The first 100 days are about...
By Colin Crowley, Vice President of Customer Experience, Freshly | May 10, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog
What is the Voice of Customer (VoC)? When your customers speak… do you listen? And do you listen even when they don’t speak? In order to be competitive in customer experience, you need to be in tune with what your customers want and adapt to changing customer needs...
By Aini Ali, Vice President, Service Technology, ADP | May 10, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog
Customer Engagement Leadership Council member Aini Ali recently led a virtual member event on the topic of Leveraging Evolving Technologies. Read on for some of the key insights and discussion takeaways shared, designed to help you navigate your organization’s...
By Bernie Arnason, Industry Principal, Frost & Sullivan | May 10, 2024 | CC, CCE, CCS, CCW, CX Blog
The landscape of customer experience (CX) is evolving rapidly and contact center leaders are tasked with managing a dynamic environment where technology innovation is helping reshape management of the customer journey. Amidst this changing environment, it is crucial...
By Ginger Conlon, Thought Leadership Director and Customer Experience Advocate Genesys | Apr 17, 2024 | CC, CCE, CCS, CCW, CX Blog
Customer experience transformation is happening whether organizations are ready for it or not. The longer a business waits, the wider the gap will become between them and their competitors who are further along on the journey. Along their quest, savvy customer...
