Customer Contact Blog

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...

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...

Listening To Your Customers Is Like Growing Up

By Stefan Osthaus Founder and Managing Director experience5 GmbH     Over the past years, I have worked with many clients around the globe implementing powerful voice of the customer (VoC) programs. One of the most common themes I see is management’s impatience in...

In Pursuit of an Excellent Customer Experience

By James Pendergast Senior Vice President AARP Experience     There’s no doubt about it, for today’s customer experience professional, the current shiny objects in the room are called Machine Learning and Artificial Intelligence – they are the belle of the Customer...

How an Intelligent Front Door Helps You Ease into AI

“The process of determining what to automate can be a journey because there are so many places to start. I am going to show and discuss a small roadmap example that’s universal to any type of business. A few real-world examples of where to start with AI are an...

Customer Preference – It’s Personal

By Rob McDougall, President and CEO Upstream Works Software I’ve been reading a lot recently about the importance of contact centers learning and understanding customer preference. According to industry magazines, predicting customer preference seems to be the thing...

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