Customer Think

DECEMBER 7, 2021

For many organizations, the move to remote work was a stopgap solution put in place to simply keep the lights on as COVID-19 caused widespread shutdowns.

Contact Center 120

Contact Center Customer-Centric Organization Technology Technology 120

PeopleMetrics

JULY 20, 2020

After all, there is no cash without customers and employees! Start your customer experience feedback program with your most important touchpoint. You probably interact with customers in a variety of ways: website, app, contact center, location, field services, etc. They are the ones who make those things happen.

CX 163

CX CEM Close the Loop Business Administration 163

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Where are your customers having a hard time?

Contact Center 42

Contact Center Social Media Customer Journey Map Omnichannel 42

CX Accelerator

JANUARY 16, 2020

While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? .

CX 182

CX Customer-Centric Organization Construction Contact Center 182

CX Accelerator

JANUARY 16, 2020

While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? .

CX 182

CX Customer-Centric Organization Construction Contact Center 182

Experience Investigators

OCTOBER 17, 2023

However, many CX professionals struggle to convince their executive leadership to prioritize and take action toward becoming a truly customer-centric organization. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees!

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from.

Omnichannel 59

Omnichannel CRM Customer-Centric Organization Social Media 59