TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Beyond Philosophy

JUNE 1, 2015

Many companies have only recently come to the realization that some customers are more valuable than others; and, to be successful, loyalty programs need to target the higher, and potentially higher, revenue customers.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Avaya

MARCH 23, 2017

At this point, nearly every company is working overtime to realign around two simple words: customer experience (CX). Imagine an athletic apparel company matching a customer with an agent who is an avid runner after noticing that the individual recently signed up for a 5K. This is what companies must work to align themselves with.

Apparel 61

Apparel Contact Center Call Center Omni-Channel 61

Comm100

MAY 11, 2020

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). And it’s no different with the evolution of omnichannel customer engagement.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

Comm100

MAY 11, 2020

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). And it’s no different with the evolution of omnichannel customer engagement.

Omni-Channel 130

Omni-Channel Multi-Channel Knowledge Base Chatbots 130

Vonage

JULY 31, 2017

With the rise of social media, businesses are no longer talking to one customer, they’re talking to a customer and their audience, and potentially their audience’s audience. It’s therefore not surprising that positive or negative customer experiences spread like wildfire. Personalised, multi-channel service.

Social Media 120

Social Media Multi-Channel Consumers Connections 120

Vonage

OCTOBER 2, 2017

With the rise of social media, businesses are no longer talking to one customer, they’re talking to a customer and their audience, and potentially their audience’s audience. It’s therefore not surprising that positive or negative customer experiences spread like wildfire. How can businesses adapt to consumer needs?

Social Media 120

Social Media Multi-Channel Consumers Connections 120