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CCW Vegas 2018 – It’s a Zoo Out There!
Every year, I go to IQPC’s Customer Contact Week (CCW) in Las Vegas – which in my opinion, is one of the most important contact
Customer Experience Isn’t Just for Retail
For many organizations out there, a customer experience strategy may not be fully developed due to misconceptions that it is mainly relevant in the retail
Why AI is Not Enough
For millions of people around the world, myself included, Artificial Intelligence (AI) is deeply embedded into our daily lives. In some form or another we
How to Hire “Right Fit” Customer Service Agents
It is crucial to have the right people on board when it comes to customer support for your contact center. The way your agents relate
Is Live Chat Right for You?
Live Chat is increasingly being used by many companies, as an additional means of connecting with customers, yielding impressive results. If you’ve been wondering whether
The Impact of Social Media on the Customer Experience
There’s no escaping the fact that social media is here to stay and that is has forever changed the customer landscape. While it was initially used
Customer Service vs. Customer Experience: What’s the Difference?
Customer service has historically been the #1 priority for companies globally, and rightfully so! However, I am incredibly excited to see that the customer
Three Companies That Went the Extra Mile for Their Customers
You are probably familiar with the saying “people won’t remember what you say, but they will always remember how you made them feel.” As more
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