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Why Financial Institutions are Failing at Customer Experience
Raise your hand if you’re happy with the customer experience (CX) your bank provides. Yeah, not surprising; financial institutions have historically ranked low in customer
3 Click-to-Call Best Practices
Several weeks ago, I wrote about how the phone is as important as ever when it comes to offering first-class customer experience in the contact
The Customer Experience Industry Wants You To Feel Stupid
I recently came across the term “customer engagement hub,” and was intrigued to learn more. According to Gartner, “The customer engagement hub (CEH) is an
Why the Phone Matters More than Ever
A robust omni-channel strategy is essential for providing seamless, quality customer experience. Chat is important; a recent Forrester Research study found that 65 percent of American
Can’t-Miss Events at CCW This Week
This week’s Contact Center Week conference in Las Vegas is being billed as inspirational, educational, community-orientated and unforgettable. With more than 2,000 attendees expected, 155
How Well Do You Know Your Target Market?
I’ve been beating the marketing drum pretty hard lately because I see a lot of great companies that could be even greater if they out
Are you Spending Enough on Marketing?
As I mentioned in my last blog, I have the honor of working with clients big and small in a wide variety of industries. One
Are you Overlooking the Importance of Marketing Basics?
I’m always humbled when a client holds back the tent flaps and invites me into their company. After all, no one particularly enjoys hearing from
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