Thought Leaders

What started as a Twitter thread evolved into this post. Human interactions have expanded online over the last two decades....

With much of the world on lockdown due to the current COVID-19 crisis, contact centers are grappling with both increased...

Digital channels are vital to communicate with the world and with your clients these days. Companies that invested in digital...

Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to...

Keeping a positive customer experience (CX) in the middle of the COVID-19 pandemic may require thinking outside the box a...

Customers are the life-blood of any business, and organizations work hard to get them. But what about keeping them? Customer...

It always surprises me that, although we have been talking about putting the customer at the centre of a company...

Now is the time to take your customer experience to a completely different level. In the BQ (Before Quarantine) era,...

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines...

The Corona crisis is still raging around the world. More than 1 billion people are presently quarantined, and the economy...