Starting with Superior Customer Service

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...
Beyond Chatbots

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...
Customer Feedback Has Changed, Are You Ready to Listen?

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...
Measuring the Impact of Customer Self-Service Options

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...