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Customer-Centricity: Bridging the Gap Between Expectations and Experience

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.

Strategy Customer Experience


Time to Get Really Excited about Self-Service

Now we are on the cusp of great change with what technology can do for self-service, and it’s not just the same old thing.

Technology Self-Service


Turnover… But Not the Good Kind

I believe that employers recognize the value of retention but haven’t necessarily linked it to the requisite investment.

People Turnover


Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player

The practice of spoofing has gotten so inexpensive that it has grown exponentially, leading to the proliferation of these calls and the nearly nonstop ringing of the phone.

Technology Assisted Service


Inside View: Fannie Mae

The partnership with Customer Care provided the perfect ‘test-and-learn’ platform to determine whether a text analytics solution could identify customer needs, trends and opportunities to improve the customer experience.

Strategy Customer Experience