Digital disruption is the new norm. Companies like Uber, Airbnb, and Netflix are leading the way by providing innovative and effortless omnichannel customer journeys. But creating and measuring omnichannel customer journeys can be a difficult...
People tend to use the terms “call center” and “contact center” interchangeably, which causes confusion in our modern world of customer communications and—understandably—adds complexity to the call center vs. contact center debate. There is a...
Whether it’s a slice of cheese, pepperoni, veggie…thin crust or thick, takeout or delivery, it’s hard to say no to pizza. No matter how you slice it, with approximately $2,222 spent per person on pizza annually, it easily holds the crown of the...
Last week, the Business Intelligence Group announced its list of 40 brands leading the way in customer experience. The Business Intelligence Group recognizes those who are helping companies better communicate with their customers and innovate the...
The Connection—a large-scale BPO and customer care provider—has been in the CX space for over 36 years and its client list includes everything from Fortune 500 companies to small businesses and everything in between. The company provides a wide...
Spring is a time for renewal, growth, and expansion. It is an exciting season that encourages people to take action and create change. So there’s no better time to attend some of the top customer experience events of the year.
Last month we partnered with contact center and customer experience leaders Jeff Marcoux from TTEC and Michael Pace from The Pace of Service for a webinar discussing omnichannel (blog part 1), digital disruption (blog part 2), and the 360-degree...
Being an entrepreneur definitely has its advantages and it’s not just about setting your own hours or avoiding long commute times. Starting out as a sole business owner or a small team allows for much more flexibility and quickness when servicing...
Companies are continuing to move away from on-premises technologies and move to the cloud to realize benefits like reduced operational cost and IT, increased innovation, increased reliability and scalability, and much more. But have you ever...
Last week I wrote part 1 of this three-part series on CX trends. The blog series covers top items that were discussed in our annual CX trends webinar. Click here to view the webinar on-demand. The webinar featured industry expects from TTEC, The...