January 16, 2017 Customer Strategist Does CRM Simplify the Customer Experience? CRM tools in the contact center provide valuable information, but can complicate the customer experience.
January 5, 2017 Customer Strategist Take the Consumer Experience Behind the Firewall 5 ways to transform the employee help desk.
November 11, 2016 White Paper Public Sector and Government Why Contact Centers Are Essential in a Digital-First World
October 25, 2016 Blog Automotive Automakers Must Understand and Implement Customer Experience Changes
October 14, 2016 Customer Strategist Customer Experience Moments of Wow What makes experiences stand out as wow moments for consumers and employees?
October 14, 2016 Strategy Guide Chat 2.0: Building Exceptional Customer Engagement Through Chat Learn how to launch, manage, and grow a chat program that will impress your customers, every time.
October 13, 2016 Customer Strategist Healthcare Treating the Customer Experience, One Idea at a Time A new customer experience innovation lab at Humana dramatically changes the way health insurance employees collaborate around the customer.
October 11, 2016 Customer Strategist Automotive Where the Rubber Meets the Road Bridgestone tire and auto care upends traditional perceptions of the visit to a mechanic with a dedicated customer focus.
