2 Feb 2019

Preventing fraud in the contact center

Ever wonder what’s on your customers’ minds? According to a recent Gallup poll, in the U.S., more people are worried about having their personal information stolen than being victims of crimes, such as burglary/mugging, terrorism, or even sexual assault. As businesses introduce innovative ways for customers to open accounts and/or transact online, new behavior patterns…

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1 Jan 2019

How to harness the power of Millennials for better CX

This article was coauthored by Annette Timmins, Vice President Strategy and Solutions, and Sarah Rebueno, Director of Training You might know that millennials make up almost 20% of the world’s population. Here’s a statistic that matters more for your business: By 2025, millennials will comprise 75% of the global workforce. – Ernst and Young Global…

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1 Jan 2019

How to prevent ‘speed dating’ syndrome in procurement

The more requests for proposal (RFPs) I participate in, the more I wonder: has today’s procurement process turned to “speed dating”? In an attempt to streamline evaluations of suppliers, more and more procurement organizations are relying on the standard mechanism by which organizations typically vet potential outsourcing partners – the request for proposal (RFP). For…

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12 Dec 2018

Getting past the challenge of driving REAL diversity

As I referenced in my earlier post, Why diversity isn’t just another box to tick – let’s talk ROI, research shows that diversity in the workforce has a clear and positive relationship to an organization’s ability to innovate and drive revenue. Yet research has also found that most diversity programs are failing to make headway – with some…

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12 Dec 2018

Are seasonal peaks still souring your festive season? More tips to consider for 2019

This article is a continuation of one I posted last week regarding preparing now to better handle spikes in volume during next year’s peak seasons. After thinking about the strategies I mentioned in my first post on combatting seasonal peaks, I may have left the best for last. The way you respond to call volume…

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12 Dec 2018

Challenges with your seasonal peaks? Tips for better CX next year

Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. There’s a reason for that: In 2017, holiday retail sales were estimated to account for $680.4 billion – as much as 30% of retailers’ annual sales. One-third of your year, captured within a six-week time frame. January, June, and July…

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12 Dec 2018

The iceberg that’s killing so many customer conversion rates

An HBR study concluded that customers with whom you strike an emotional connection create double the lifetime value for a brand. So what would raising your net promoter score (NPS) by 30 basis points mean to your business? The price of conversion – especially as it comes to right-shoring – determining your ideal combination of nearshore/offshore/onshore capabilities, frequently…

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11 Nov 2018

How to get past the CX innovation puzzle

The drive towards innovation can result in a challenging situation for many customer experience (CX) leaders. The clients I’m talking to are increasingly giving voice to a consistent problem: “I’m under pressure to make a meaningful change – but I’m on the hook for today’s results too. I’m struggling to do both.” Meanwhile, as most…

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10 Oct 2018

Why you can’t afford to ignore this customer-value rule

Sales leader are well versed in how to calculate the lifetime value of a customer and how enormous this number can be.  A notable example is the Ritz-Carlton Hotel Company, which calculated that the lifetime value of a customer was so high that they should be doing everything in their power to please each one of their customers….

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10 Oct 2018

Five CX takeaways from the luxury brand experience

The luxury brand experience is not just about the leather being softer, or the shoes being more comfortable. It’s about the sensations, feelings and behavioral responses evoked by the brand’s design and identity, packaging, communications, and environments.  What can we take from the luxury goods in-store experience to apply to any brand’s customer experience (CX) over the phone? …

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