11 Nov 2018

Ramp up your holiday season CX – for half the price

Chances are, when you’re reading this article, it’s peak season somewhere, for some industry. From the holiday rush in retail to open enrollment periods for health insurers or hot booking times in the travel business – the need to scale to accommodate seasonal spikes is a common feature for many of us in customer care….

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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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