Customer experience transformation is characterized by continuous improvement and change. However, as a discipline, CX isn’t defined by a single methodology that guides all activities....
Read More >>>The Power of Telling Your Customers’ Stories
To design and deliver great customer experiences, you have to understand the customer’s journey. Put another way, their story. To understand the customer narrative, the...
Read More >>>Coaching for High Performance: A Strategic Approach
Strategic coaching is essential to employee engagement and the highest levels of performance. Tactical coaching is focused on specific skills or requirements. By strategic coaching,...
Read More >>>Train and Manage AI-Empowered Customer Service Teams
AI has emerged as a game changer in customer service. However, successful adoption requires you to effectively train and manage the human teams that work...
Read More >>>6 Traits of a Customer-Focused Culture
I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long,...
Read More >>>Connect the Dots with a Three-Layered CX Dashboard
You probably have a ton of data on customers, products, services, and processes. A customer experience dashboard will help you cut through the clutter and...
Read More >>>The Customer Feedback Funnel
Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be...
Read More >>>It’s Time to Build Your Customer Service Strategy
Customer service strategies are different from one organization to the next, but in every successful organization, they serve as a bridge between the organization’s vision...
Read More >>>Contact Center Management on Fast Forward receives Best Customer Experience Books of All Time award
It’s been almost 25 years since the first edition of Contact Center Management on Fast...
Read More >>>Quality Standards for Customer Service: Common Misconceptions
I’ve found there are several common misconceptions that can hamper the development and use of...
Read More >>>Build Customer Insight into Your Vision
A clear vision, well communicated and continually reinforced by you, is essential to engaging your employees, aligning objectives, and driving action. I have colleagues who...
Read More >>>Effective Customer Service Strategies: 4 Key Factors
As 2024 comes to a close, take some time to reflect on your customer service strategic direction. Is there a secret to ensuring that your...
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