Automation, digitization, WFH, and rising expectations are reshaping the business customer experience.

Customer experience excellence is a great marketplace differentiator. But it is only sustainable when supported by all elements within the enterprise.

Today's contact center is the meeting point for brands and consumers to come together and build foundational relationships for trust and loyalty.

Departments need to cooperate and share the wealth to succeed in this brave new world.

Rather than removing all physical presence, technology and digital software need to be integrated into in-store offerings to reduce the pain points of either channel.

It is vital to optimize each stage with the appropriate strategy in mind, and have the proper tools in place to provide the desired experience at the right time.

In today’s data-soaked world, service leaders need to become knowledgeable about data quality management and how it affects the outcome of your service operations.

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

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.

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

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

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

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.

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

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

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

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.

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

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.

Companies that did not measure the impact of the VoC were much more likely not to have improvements in satisfaction year-over-year, and several actually reported significant declines.

Remember, CX is not a one-and-done process. It’s an evolution. No one gets it perfect the first time.

Between disruptive technologies and rising customer expectations, every day is a new horizon

When it comes to the customer experience, data doesn’t tell the whole story. Customer behavior is primarily driven by emotion and how the experience makes them feel.

We don’t need to become Amazon. We need to be great at what we’re great at.

It will be essential to build out an organization and a team that can handle the new normal in our industry—fast-paced with high expectations from clients.

Regardless of channel, speed continues to be one of the most important factors in effectively delivering positive customer experiences.

Customers make decisions about the ‘kind’ of company they are working with based on their connections across the entire organization.

Digital channels unveil a wealth of new, convenient opportunities for two-way communication between your customers and your brand.

One bad interaction can start a cascade of negative business and market impacts.

We are so frustrated and disappointed with customer service reps who don’t actually listen and project very little empathy. This concern was repeated often throughout the survey feedback

Your ability to compassionately work with your customers to help them through a difficult financial period, while also recovering monies, can set the tone for a lasting relationship.

Contact center communication must be more about empathy and less about apathy and disengagement. When observing calls, listen for what is NOT said.

This love story would have a much better ending if my churn score would have catapulted me to the front of the queue and routed me to a retention specialist.

Highly engaged customers are more likely to exhibit brand-focused behaviors that go beyond business as usual.

Your ability to compassionately work with your customers to help them through a difficult financial period, while also recovering monies, can set the tone for a lasting relationship.

To truly embrace customer-centricity, everyone in the organization needs to understand their role in delivering the ideal customer experience.

Today, organizations of any size and budget can gain dramatic insights into customer behavior at a realistic price point for the contact center budget.

Digital natives, it seems, do prefer the human touch when it comes to service interactions.

Tigo moved away from traditional efficiency metrics like average handle time and service level to customer experience, which often also improved efficiency.

Many times, you won’t know how important the call is until you talk to me.

Greetings, music and messaging on hold shape your customer’s first impressions.

Customers communicate through online product and service reviews—they share experiences on which companies are worthy of our business and which ones we should run away from.

Satisfaction studies are a tool, but they are not the whole toolbox. A hammer is indispensable to a carpenter, but it isn’t much help when a piece of wood needs to be cut to size.

Almost every inbound voice call is a potential opportunity for improving non-voice, self-service channels.

For contact centers handling sensitive information, such as financial and health details, acoustic treatments help keep conversations private.

When inconsistency is removed, trust begins to form and puts us on the path to customer loyalty. Focus on building consistency in every aspect of your service experience.

Far too often, the resolution process contains a defensive posture that really only serves to frustrate—in some cases infuriate—the customer.

Segmentation is not always about offering more to some than others. Rather, it’s about providing a level of service that is fitting to the specific customer’s needs.

When launching a community, you can ensure a positive outcome by aligning it around one or two meaningful business needs with very clear measures and metrics for success.

Organizations need the ability to blend case-specific data with more traditional metrics. The goal is to understand the entire experience as it relates to customer service.

Social customer service is perhaps one of the most beautiful marriages of service and marketing that could exist.

A key principle in Moments of Truth is that leadership provides a deep and rich understanding of the WHY… why we do what we do.

Experience design is the process by which brand cues are crafted as part of the ideal customer experience.

It is easy for agents to get discouraged by the constant deluge of post-holiday cancellations. Show that they are making an impact by sharing positive retention statistics.