Customer Contact Blog
Starting with Superior Customer Service
By Becky Ayotte Head of Solution Consulting, Tender Management and Project Coordination, Americas DHL Despite all the advancements that have been made in technology to enhance customer experience, one thing remains the same – a personal touch to customer service...
What Is a Customer Experience Strategy?
James Dodkins Founder and Customer...
The True Measure of Customer Experience Comes from the Customer
By Kathy Egan Manager, Merlyn Customer Support Services Merlyn Showering The future of Customer Experience is ambient. As an organisation, the thinking culture must be: How do we make our customers lives easier and easier each day? How do we measure and assess the...
Beyond Chatbots
By Terry Blankenship Customer Engagement Technology Leader The General/American Family Direct Henry Ford was a late-bloomer - he only started his rounds of innovation and visioning the future of gasoline-powered vehicles when he was 33, a decade behind Edison who...
Customer Feedback Has Changed, Are You Ready to Listen?
By Nate Brown Director of Customer Experience UL EHS Sustainability It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with the process of issuing surveys. When we consider today’s customer,...
Measuring the Impact of Customer Self-Service Options
By Cippy Seidler Director, Consumer Care Center Banner Health In recent history, consumers viewed self-service as a negative. Today, it’s a must to provide a variety of options for customers to communicate or process transactions with your company. This can...
Summary of the 12th Annual Customer Contact Europe: A Frost and Sullivan Executive MindXchange, in Dublin, Ireland, June, 2018
By Stephen Loynd Global Program Director, Digital Transformation Practice Frost and Sullivan Introduction The 12th Annual Customer Contact Europe: A Frost and Sullivan Executive MindXchange (at Clontarf Castle in Dublin) brought together a number of familiar and...
Safelite’s Journey to Customer Excellence: Transforming Business by Being Purpose Driven
Presented by Renee Cacchillo Senior Vice President, Brand and Technology Safelite Group
Key Takeaways from the 14th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange
By Alpa Shah Global Vice President – Digital Transformation Frost & Sullivan It was a true pleasure wrapping up three days of learning and fun with three insightful and engaging panelists – Terry Blankenship, Associate Vice President, Contact Center Solutions of...
Maryland’s Customer Service Promise Delivers
By Gregory Derwart Managing Director, Administration and Customer Experience Maryland Department of Commerce When Maryland Governor Larry Hogan implemented his statewide “Customer Service Initiative,” the messaging was all about the customer. He had campaigned on...