Storyminers

JANUARY 24, 2017

Overall, it’s really just about providing a quality customer experience. We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. 2017 won’t be a year of “one thing changes one time.”

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Storyminers

JANUARY 24, 2017

Overall, it’s really just about providing a quality customer experience. We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. 2017 won’t be a year of “one thing changes one time.”

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

Avaya

MAY 23, 2017

With people, processes, services and things more dynamically connected than ever, companies are feeling relentless pressure to digitize, simplify, and integrate their organizational structures to remain competitive. But there’s a big hole in the fabric of most digital transformation (DX) plans: the customer experience (CX).

Contact Center 42

Contact Center Touchpoint Customer Centricity eBook 42

Pointillist

JUNE 7, 2021

“ Companies cannot solve customer needs within the traditional organizational silos. Today, organizations recognize the value of a journey-based approach when it comes to measuring and improving customer experience. High performers are more effective at integrating and taking action on their cross-channel customer data.

Measurement 71

Measurement Survey Customer Journeys Management 71

Integrity Solutions

SEPTEMBER 28, 2023

An effective customer service training program will take into account the process, skills, behaviors, attitudes and values that are required to consistently deliver amazing customer experiences. Human connection is pivotal, even when everything goes right, but especially when an issue can’t be resolved.

Customer Service Training 107

Customer Service Training Training Customer Service Contact Center 107

Esteban Kolsky

APRIL 6, 2022

in a world where only 1 out of three brands doing CX found a way to measure it properly to justify it, where only 1/4 can deliver an effective experience across more than one channel, and where only 1/10 can truly personalize an experience — i’d say it is not working for the most part, wouldn’t you? questions?

CRM 78

CRM Social Media Government Customer Expectations 78