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Recent Posts

How Insurance Companies Can Upend the Customer Experience

Let’s face it: customer-centric experiences have not been a high priority for property and casualty (P&C) insurance companies. However, times have changed. The P&C insurance industry,...

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The Impact of Employment Reform on the Customer Experience

When I started in the customer care industry many years ago, the quality of the person hired and how they were trained was paramount. Today, that is truer than ever. When a customer reaches out and...

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Giving Traditional Stores a Digital Makeover

It’s unquestionable that traditional stores are giving way to new retail landscapes. In-store foot traffic is declining and many consumers are bypassing brick-and-mortar stores to shop online...

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Employee Engagement Relies on This Simple Equation

We live in an age where ‘trust’ can be strengthened or eliminated very quickly.  As an example, Chipotle restaurants enjoyed a very loyal employee and customer base. Then...

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Connecting the Dots on Customer Engagement

In 2014, eMarketer reported that just 8 percent of major retailers offered a fully synchronized customer care experience between their offline and online channels. Today, retailers are finally...

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Six Disruptive Technologies That Will Ignite the Customer Experience in 2016

In the ever-evolving customer experience landscape, technology is poised to be the primary source of disruption in 2016.To quote Altimeter Group Principal Brian Solis, “Disruption is not...

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The Retention Race: Three Ways to Redefine the Member Onboarding Experience

Open enrollment is almost over. As consumers sign up with healthcare plans as new members, it’s the perfect opportunity for payers to make them feel welcomed, empowered, and supported.Here...

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Three Ways to Put the “Custom” in the Customer Journey

No one wants to feel like a number. We are distinct individuals, special and one-of-a-kind, with unique needs and wants. Whether you call it “Cult of Individualism,” “Special...

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Honoring Veterans Through Hiring Initiatives and Internal Recognition

Each day, America’s servicemen and women risk their lives to defend our rights and protect our freedom. But once they return home, it’s our responsibility to welcome these noble...

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Prepare for an At-Home Future

Today's contact center model isn't what it used to be. Traditional operations are evolving to be more flexible with a remote workforce. Home-based associates will grow by 60 percent over...

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