ShepHyken

AUGUST 21, 2020

Ricardo Saltz Gulko is the Eglobalis managing director , a global strategist, thought leader, CX practitioner, and keynote speaker in the areas of simplification and change, customer experience, experience design, and global professional services.

Customer Experience 248

Customer Experience How To Culture Groups 248

Bold360

MARCH 5, 2020

Our recent CXNext Live guest, Michael Pace , Director of Global Experience at Virgin Pulse, got me thinking about my old professor. Michael makes a very convincing argument for great employee experience preceding all great customer experience. This provides better governance and less risk.

Culture 59

Culture Employee Experience Insurance Government 59

Think Customers

JUNE 1, 2020

During the TTEC on-demand webinar, “ Contact tracing: Why the road to recovery requires people, process and technology ,” experts from TTEC and Pegasystems shared insights about how government agencies are ramping up contact tracing programs with a technology-enabled, empathetic approach. Automation, meanwhile, optimizes?time to questions?while

Government 52

Government Roadmap Contact Center Chatbots 52

ShepHyken

FEBRUARY 4, 2022

Due to strict governance, only authorized members can develop, modify, approve, and publish updates on a single source of truth platform.? . Because they are no longer dealing with issues related to obsolete data, contact center employees gain confidence in their single source of truth platform.

Customer Service 70

Customer Service Knowledge Base Data Retail 70

Think Customers

FEBRUARY 16, 2021

Find those places along the journey where automation will reduce effort, and where it can make it simple and easy for customers to have their needs met and for agents to do their jobs successfully. As important as customer experience is, employee experience is equally critical, and automation can benefit the workforce as much as the consumer.

Customer Journeys 52

Customer Journeys Self Service Contact Center Omni-Channel 52

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Flavio has a B.S.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Flavio has a B.S.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130