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Retail loyalty programs have historically offered simple transactional benefits such as free shipping, discounts, rewards, free gifts, point collection, and VIP tiers with first access to products, sales, or experiences. The logic is simple—a customer belonging to a loyalty program has a...
COPC Inc. and the COPC Standards Committee, a group of global customer experience (CX) experts overseeing the evolution of the COPC CX Standard , meet twice a year to ensure the Standard continues to adapt to the changing dynamics of the industry. On April 16 th , Mastercard...
Like any workplace, support centers lose employees every now and then, whether they find another job or move up in the company. Unfortunately, customer service attrition goes beyond those reasons — a report from Cresta Insights shows that contact center attrition is 1.3x the national...
Remember the old saying, "Nobody ever got fired for choosing IBM"? Truer words were never spoken, especially in the call center outsourcing industry where the age-old debate of big vs. small vendor is a mainstay conversation. The topic of vendor size always sparks lively discourse and sharing...
Hyper-personalization is tantalizingly close to the verge of the next boom in 2023. From personalization’s inception in the 1980s to becoming a marketing word of the year in 2019, the buzzword has become indelibly etched in every marketer’s lexicon. Personalization has moved from hype to hyper...
Selecting the perfect customer support solution is a major undertaking, requiring CX leaders to carefully research and audit all available options. Topping many lists of favorite support platforms are Gladly and Genesys, two innovative options for companies of all sizes. But which one is a...
As business leaders, you know the importance of strategic planning. Having a clear understanding of your business goals and how to achieve them helps you stay focused and therefore, better serve your teams and other stakeholders. But being a leader doesn’t necessarily mean you’re good at (or...
Compared to industries such as retail and financial services, the medical industry has traditionally lagged behind when it comes to investing in new technology. However, since the COVID-19 pandemic, healthcare organizations have increased their investments in technology, digital solutions,...
Outsourcing healthcare contact center services has become increasingly important. Patients want medical care that is effective and quickly responds to their needs. Without dedicated and efficient call center support, healthcare organizations can experience more issues such as dissatisfied...
It’s long been acknowledged that the deciding factor for consumers when they’re choosing between products and brands is often the customer experience. Since this is such a longstanding idea, why is it imperative that organizations take a closer look at and reimagine their CX strategies now? We...