The Execs In The Know CX Marketplace is a robust, dynamic solutions showcase where senior corporate decisionmakers can share valuable peer-to-peer insights into a wide variety of potential business partners.
Listen to the full podcast here: Welcome to the pod, Erica. Do I have your permission to record this call for quality assurance? You sure do, Hailey. Great. Thank you so much. So Erica, can you give our listeners and readers some insight into your background, where you...
Human centricity: That’s what excites Andre Kaiser, Marketing Director at Commerzbank, most about customer experience (CX). “Customer centricity is a buzzword; we need to also have employee centricity,” said Kaiser during the Xperience 2022 opening customer keynote panel. The term ...
Today’s companies are constantly flooded with loads of valuable data, and proper analysis of such data is essential for better strategic decision-making and process improvements. Real-time analytics and elevated CX directly impacts higher brand preference, revenue and cost improvements, and...
Elizabeth Magill | VP Marketing. High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. Back in 1990, a Harvard Business...
Chris O'Brien | Marketing Manager. Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020. We’re traveling less ( 46% of US travelers planned less travel this year) spending less (retail sales are likely to drop 10.5%) ...
Elizabeth Magill | VP Marketing. Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place...
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...
Data is key to understanding customers and predicting behavior, intent and outcomes. But can customer experience analysts replicate the modern success of meteorology? Tornadoes, or as we call them here, twisters, are a common sight in Texas. 100 years ago, when we wanted to find...
Concentrix is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands.
Customers expect their needs to be satisfied every time they engage with a brand. If an organization fails to deliver at any moment, it could trigger the end of the relationship. Of course, it is quid pro quo. Satisfied customers demonstrate greater brand loyalty. For example, organizations that...