CX Leadership: 3 Questions to Ask Yourself
There’s a lot riding on customer experience leaders right now. Our organizations, our customers, our employees are counting on us. As you embark on new (or renewed) efforts toward improved customer experience, let me suggest a few questions to ponder: What’s your...
Boosting Your Contact Center’s Strategic Value
The most effective leaders focus on the contact center’s opportunity to create value for customers and the organization. There are three levels on which contact centers can create value. They include efficiency, customer satisfaction and loyalty, and strategic...
A Fascinating Time for CX
Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about developments in customer experience, customer service and contact centers. Here is the beginning of the...
Voice of the Customer: As Essential as Oxygen
Feedback from customers is like oxygen. Your organization has to have it to survive and thrive. Voice of the Customer, or VOC, is the process of listening to and really understanding customers. It’s more than simply analyzing survey data. When you analyze feedback...