Customer Journey

September 24, 2021
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Contact centres simplified: 3 ways to turn theory into practice

This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. In our last two blogs, we introduced the concept of adding simplicity to […]
September 22, 2021
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The metric that is more important than NPS and CSAT – Interview with Shep Hyken

Today’s interview is with Shep Hyken, who is the Chief Amazement Officer of Shepard Presentations and a New York Times and Wall Street Journal bestselling author. […]
September 7, 2021
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Digital teams suffer from a perception gap that hinders customer experience improvement efforts

Organizations are often fraught with gaps in perception, and many of these impact their ability to improve both the customer and employee experience. Bain is responsible […]
September 1, 2021
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The top frustrations of customers and agents are the same – Interview with Jeff Nicholson of Pega

Today’s interview is with Jeff Nicholson, Global Leader, CRM Strategy for Pega, where he heads up the company’s CRM market strategy and vision worldwide. Jeff joins […]