Posts by Chris Tranquill

Silos to Systemness: Why it’s Critical to the Success of your CX

Systemness.  It doesn’t exactly roll off the tongue, but if you’re in the CX arena and haven’t heard this word then you may want to familiarize yourself with it. Healthcare companies have been using the term increasingly over the last few years.  Sure, it sounds like another pretentious corporate buzzword but once understood and put…

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CMOs, Meet Your Contact Center

There’s been a lot written recently regarding marketing leaders’ role in Customer Experience.  Whether it’s the migration of the CMO title to a Chief Experience Officer or Chief Customer Officer, or a less formal move like CMOs taking responsibility for CX-related initiatives, there are clear signals that a shift is beginning to take place.  Marketing…

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Customer Experience as a Grass Roots Movement

Last week, Topbox had the honor of sponsoring, attending and participating in the TaskUs CX summit in San Francisco.  TaskUs leaders Bryce Maddock and Jaspar Weir hosted an outstanding event for their amazing clients and other thought leaders in the CX space. It’s so refreshing to see companies like TaskUs emphasizing the need for focus…

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The Rise of the Chief Experience Officer

As more customers start to take control of when and how they engage with a brand, the need to provide a great experience across all channels has become the price of doing business. Brands are actively working to differentiate themselves on customer experience because they know that retaining customers is more fiscally responsible than spending…

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