Blog: Consulting
Recent Posts
Blink and 2023 is gone. Before you ask: “How did that happen?” think about what happened: The past year whipped up waves of optimism in the world of customer experience. Those with...
It’s the time of year when we typically identify 10 or so CX trends we believe will impact customer experience in the year ahead. For years, we’ve pinpointed tactical ways brands can...
It’s increasingly undeniable that brands must be purpose-driven if they’re going to thrive in this competitive landscape. It’s no longer enough just to sell great products or...
Customer support associates have a hard job, and it’s only getting harder as customers’ expectations continue to increase (rightly so, by the way). The turnover rate for contact center...
With so much happening in a brand’s early days – priorities to set, decisions to make, and logistics to coordinate – customer experience (CX) efforts can easily fall by the...
It might seem counter-intuitive for high-tech companies to outsource a tech-driven aspect of their business like back-office support, but doing so has many advantages.Since back-office work isn...
This time of year, retailers are laser-focused on getting ready for the busy holiday season – but don’t forget to prep for that hectic time of year that will soon follow: returns season...
If your company provides home medical supplies and equipment, you’re likely under a microscope. There has never been a tougher time to drive metrics. The labor market stinks and most IT...
When customers reach out for technical support, they arrive with a specific problem and simply want a quick resolution.Co-browsing is an often-overlooked technique that allows customers to give...
Did you know that cybercriminals can penetrate 93% of company networks?It’s a jarring statistic but it’s true. Research shows the danger and cost of cyber incidents are the biggest...