Adrian Swinscoe
SEPTEMBER 10, 2023
It’s not been a great couple of months for customer experience. In the middle of June, Forrester released its US 2023 Customer Experience Index, which showed […] The post Recent research suggests that something has to change in the contact center space first appeared on Adrian Swinscoe.
The DiJulius Group
SEPTEMBER 10, 2023
Why One-on-one Meetings Can’t Be Optional Typically, when we are consulting with an organization, two things are happening when it comes to private discussions with direct reports, illustrating why employee one-on-one meetings matter: They are not happening at all. They are not happening well. Meetings Not Happening at All Organizations need to help their leaders.
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Customer Think
SEPTEMBER 10, 2023
In a recent article, I wrote about the benefits of a customer-centric culture, but I also mentioned the challenges of deliberately designing such an organization. How does one overcome these challenges? Read on to find out. The post Five Ways to Solve Your Customer-Centricity Challenges appeared first on CX Journey™.
Customer Think
SEPTEMBER 10, 2023
Last week, I posted an article on the Impact of Relationship Building Challenges in Sales. The article explored what happens to salespeople who are skilled at selling, but aren’t very good at building relationships, as well as those who are great at building relationships, but aren’t very skilled at selling.
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
Customer Think
SEPTEMBER 10, 2023
Businesses are well aware that they should make it easy for customers to interact with them on digital channels. However, there are situations when customers need to be able to get in touch quickly and speak to a real live person on the phone.
Customer Think
SEPTEMBER 10, 2023
Photo by pexels.com In the dynamic landscape of modern business, the brands that stand out most are those that evoke emotion, cultivating profound connections that extend beyond mere transactions. With the ubiquity of data analytics and performance metrics, it’s easy to forget one essential ingredient: the human factor.
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