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 […]
During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them […]
Understanding how to improve the customer experience from the inside out is one thing. Trying to attain the outside-in perspective […]
Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we […]
I had the pleasure of attending a Forefront event in Dallas this fall. Forefront is a growing community of contact […]