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.

Truly customer-centric organizations are driven by strong leaders who desire positive change. They have a clear vision for a better future, even if there are potential unknowns along the way.

Don’t let technology and automation stand in the way of personalized interaction and experience.

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

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.