April 19, 2017 Customer Strategist Say What? A surge in fake news and negative brand associations has companies taking a fresh look at content moderation strategies.
April 18, 2017 Customer Strategist Employees Make Your Brand Promise Count Organizations can learn a lot from Trader Joe’s and Southwest Airlines’ strategy for turning employees into brand ambassadors.
April 18, 2017 Case Study Travel and Hospitality Destination: Customer experience excellence A travel site elevates the quality of customer interactions by focusing on associate training and operations
March 29, 2017 Case Study Retail and eCommerce Next-gen self-service contact center improves CX and saves money $2.5 million in savings and 85% FCR for retailer through more automatic IVR options
