Customer Touchpoint Intelligence

Welcome to our blog where we write about how best-in-class call centers who are using TopBox to transform their Quality Assurance Teams into Strategic Assets.

CX Goal for 2019: Deliver Strategic Value from your Customer Interaction Assets

By Chris Tranquill | January 15, 2019 | 0 Comments

It’s 2019, and many companies are starting to adopt Customer Experience as a pillar of their ongoing strategy, yet they are still struggling with how to execute. Put simply, the objective of great CX is more people buying more products while enjoying and sharing their experiences with a brand. That’s achieved by offering great products,…

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Unite Your Business Silos Under the CX Flag

By Christopher Stark | January 8, 2019 | 0 Comments

Don’t let fragmented data lead to a fragmented customer experience strategy in 2019 Recently, I read an article in Forbes by Susan Galer regarding customer experience (or “CX”), trends for 2019. One key statement really popped out at me: “Bringing information together and making it actionable for key departments is crucial to CX.” Simple as it…

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2019: Forrester’s CX “Plateau” And How To Get Beyond It

By Chris Tranquill | December 4, 2018 | 0 Comments

Can you believe that we’re just a few weeks away from the big ball dropping in Times Square to signal the start 2019?  With the dizzying pace of change, growth and technology advances, it’s a good time to reflect on 2018 and look at the road ahead in 2019. As you may know, Topbox provides…

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The Best Gift You Can Give Your Customers? Understanding Their Experience

By Chris Tranquill | November 20, 2018 | 0 Comments

Bah, humbug!  OK, maybe it’s the scrooge in me, but I know this time of year’s shopping brings as much frustration and confusion as it does glad tidings and good cheer. The retail customer experience can dampen the mood of even the most enthusiastic person. Let’s face it, holiday shopping is high pressure stuff. Finding…

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CMOs, Meet Your Contact Center

By Chris Tranquill | November 6, 2018 | 0 Comments

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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