In the prior blog article, "Why All the Fuss Over Advanced Intraday Automation," we outlined the problems addressed, what it...

A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced...

What are your competitors doing with CX? I do hope you have answers for this! But are your answers up...

Your customers want to innovate with you. And often your employees do, too. The challenge comes in finding ways to...

Tour de Forefront - from New York to Chicago… "None of us is as smart as all of us." Ken...

During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them...

Frontline employees need a strong mentor. Merriam-Webster defines the word mentor in the following way: “a : a trusted counselor...

Are you annoying your customers – and then trying to sell to them? Better customer experience (CX) leads to more...

Sometimes coaches become a little like Santa Claus. Keeping the list. Checking it twice. Knowing who has been “naughty or...

Understanding how to improve the customer experience from the inside out is one thing. Trying to attain the outside-in perspective...