By Officium Labs Officium Labs, a network of remote customer experience (CX) professionals helping clients create incredible customer experiences for their customers, is delighted to welcome John Pompei to the Officium Labs family as the new SVP of customer success, charged with leading growth and scale through customer engagement. Reporting Read more>>>

By Jerry Leisure, Co-Founder & CEO True gamers know that playing video games is about more than experiencing the content of the game—it’s also about belonging to a community of players who share their passion for the game. Too many video game companies fail to appreciate and harness the value of their player communities, missing opportunities to Read more>>>

by: Pam O'Neal, Senior Director of Demand Generation September 18, 2020 If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. We must embrace change Read more>>>

by: Andrea Paul, Content Marketing Manager September 29, 2020 While at times 2020 can feel like a real-life “Black Mirror” episode, it did force many CX teams to transform at lightspeed, re-evaluating how they got their work done and what a successful customer service interaction looked like. According to research conducted by Kustomer in Read more>>>

by: Andrea Paul, Content Marketing Manager October 12, 2020 If the past year has taught the CX world anything, it’s that building and maintaining customer relationships is the key to survival during tough times. In fact, according to recent Kustomer research, empathetic customer service was the most valued customer service attribute during Read more>>>

By Sydney Delgadillo Nelson, Marketing Specialist, Officium Labs In all industries, innovation and collaboration are vital to growth and play a major role in preventing stagnation and friction. The CX industry is no different. Over the past two months, Officium Labs has been able to collaborate with some of the brightest minds in CX to tackle the most Read more>>>

Jeffrey Newman Customer Care Manager, Porsche A version of this post was originally published by Jeffrey Newman as part of his series: Quality Quality — Building a Quality Assurance Program That Changes Employee’s Lives and Improves Your Customer Experience. They say most New Year’s resolutions are abandoned within the very Read more>>>

By Jerry Leisure, Co-Founder & CEO, and Nate Brown, Chief Experience Officer The work of the customer experience leader is infinitely complex. We must be capable of telling compelling stories through a combination of the empirical and the theoretical, be fluent in the language of every organizational function, and be masters of change management Read more>>>

5 Ways COVID-19 Shifted Customer Expectations You’ve probably heard industry experts talk about how customers expected more from contact center representatives during the COVID-19 pandemic, and how many of those changes are here to stay. We’ve heard that, too. But what exactly do they mean? After all, customers always have had high expectations Read more>>>

Finding the New Normal | Moving to the Cloud Over the past several weeks we’ve been hearing from a lot of you about the challenges that you’re facing due to COVID-19, especially as it relates to things like maintaining business continuity, having to rapidly deploy and manage a remote workforce, maybe adding new capabilities to address new problems, Read more>>>