Do your employees look up?

When they are faced with a challenge, do they feel comfortable discussing it with their manager, or do they feel they have to keep their head down and solve the issue themselves?

I once visited a company where employees were told not to look up; basically, if they came across a problem, they were supposed to solve it themselves and leave leadership out of it.

But that way of thinking is problematic for employees and doesn’t help customers get the level of help they need.

The contact center has always had a certain amount of …
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Today, when most people think of customer service, they think of calling a contact center, waiting on hold and having their issue resolved—eventually.

But the traditional method of customer service phone calls is inefficient for companies, and customers don’t like it. The majority (59%) of modern customers avoid calling customer service as much as possible and would rather go through additional channels to contact customer service than have to use the phone. They are tired of the red tape, phone trees and wait times it takes to actually have their question answered.

And although the phone is still used in …
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Who leads customer experience? In many companies it’s the CMO. But just like the CMO’s role, the world of customer experience is constantly evolving. In order to lead a strategic and successful customer experience, the CMO must be aware of changing trends.

Here are 10 CX trends every CMO should consider.

Big Data

Companies today have a wealth of data on their customers. It comes from wearable devices, surveys, internet activity and so much more. Companies with great customer experiences leverage that data to better understand their customers. Amazon uses big data to create personalized product recommendations for its customers. …
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