Customer Experience


Wall of Fame: Janet LeBlanc

In recognition and appreciation to Janet LeBlanc, President, Janet LeBlanc + Associates, our December 2020 Wall of Fame Author.

Strategy Customer Experience Wall of Fame


Surveys Highlight Contact Center Opportunities

COVID ‘shined a light’ on the importance of the contact center, and it now features far more prominently as the ‘face’ of the organization.

Strategy Customer Experience Planning Industry Research Research COVID-19


Healthcare Access Centers… Past, Present and Future

You must create a learner-based culture of strong and smart business people that are treated and provisioned in a way that optimizes, not minimizes, their talent.

Strategy Customer Experience


Reducing Customer Service Friction

Removing friction from service delivery doesn’t mean making it so that customers never see the human side of your brand.

Strategy Customer Experience Service Delivery


Seven Ideas to Deliver a Great Customer Experience During a Recession

Agents need MORE, not less, training during a recession because there are greater demands on their skills.

Strategy Customer Experience Culture Service Delivery


Agile CX 201—Practical Applications

I believe the industry is poised to enter a new phase of productivity.

Strategy Customer Experience Industry Research


Inside View: Sweetwater

We try to be superior at what we do. We want to offer the absolute best we can to the customer. We’re not driven by one quick sale; we’re driven by always doing the right thing.

Strategy Customer Experience Culture


Caring for Customers During a Pandemic

There is a huge amount of mutual empathy being shared around the current situation, often initiated by the agents.

Strategy Customer Experience


How to Write a Five-Star Response to a One-Star Rating or Poor Review

When you get a one-star rating on any retail site or review platform, the customer isn’t just talking ABOUT you. Customers who give you poor ratings and reviews are, in fact, talking right...

Strategy Customer Experience


Helping Organizations Adapt and Respond to the COVID-19 Pandemic

How you respond to your customers in the coming weeks will likely have a tremendous impact on the future of your brand.

Strategy Customer Experience Service Delivery White Papers


The Emotion Connection

Emotion is ‘a complex reaction pattern, involving experiential, behavioral and physiological elements.’

Strategy Customer Experience COVID-19 Customer Retention


Results-Focused Leadership—the Catalyst for CX Transformation

A results-focused CX leader knows the way forward should be mapped out in advance. Goals and roles should be clear. The performance framework should be systematic and measurable.

Strategy Customer Experience


Inside View: Annette Franz, CCXP

Service is what happens when the experience breaks down.

Strategy Customer Experience


7 Steps to Superior CX

Enable easy and near-real-time course corrections, and be more sympathetic to changes in customer behaviors.

Strategy Customer Experience COVID-19 Customer Retention


Metrics Roundup

There is no single magic metric that will offer a clear indicator of your center’s performance or guide your operation to a successful outcome.

Strategy Customer Experience


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