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CXperts: Alexander Kvamme meets with Jen Burton, Head of Customer Support at Digit, to discuss a career journey to CX leadership. Including building communities, working in product, being at start-ups, and going through acquisitions, to navigating the balance of managing in-house and offshore...
The pandemic has shifted the world of work and elevated the importance of agility in contact centers to meet the moment – whatever that moment may be. Right now, it’s working from home (WFH) which presents significant challenges for many and addressing these challenges successfully is critical...
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...
Author: Yoni Epstein Date: December 18, 2020 The founder of Zappos, Tony Hsieh, passed away in tragic circumstances recently at the far-too-early age of 46 . Hsieh built Zappos into a phenomenal business that Amazon bought in 2009 for $1.2 billion, but he stayed on as CEO until his...
People and Culture Posted October 27, 2020 Nearly one-third of all new hires quit their jobs within the first six months - a staggering statistic that costs companies millions of dollars. That makes new-hire training and orientation programs a key investment area...
CX Best Practices Posted December 21, 2020 For the safety of workers, the COVID-19 pandemic pushed customer experience (CX) leaders to adopt work-from-home (WFH) as their new delivery model. During the transition to WFH, many brands were adopting more empathetic...
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...
By Kyle Kennedy From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard ...