Customer Experience


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


Special Report: Factors Leading to an Impactful Voice of the Customer Process

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.

Strategy Customer Experience Research


What Seven Years in Prison Taught Me About Managing and Respecting the Customer Experience

When all your personal rights have been stripped away, it’s a wakeup call.

Strategy Customer Experience


7 Steps to Superior CX

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

Strategy Customer Experience White Papers


Contact Center Executive Outlook on 2020 and Beyond

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

Strategy Customer Experience


Customer Experience… Mystery, Myth, Mission or Magic?

The fact that the customer experience is difficult to define and explain gives it an unfortunate kind of mystery.

Strategy Customer Experience


Who Owns the Customer Experience?

The cross-functional nature of CX means that projects often rely on more than one group or department to be successful.

Strategy Customer Experience


How Embracing Digital Customer Service Can Create Brand Advocates

Digital-first customer service doesn’t mean ‘digital only,’ or that the first channel the customer uses will be the most effective at solving his or her issue.

Operations Service Delivery Strategy Customer Experience Service Delivery Technology Omnichannel


 

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