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.

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

By Chris Tranquill | February 13, 2019 | 0 Comments

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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Becoming a CX Rockstar – 4 Key Components to a CX Function

By Christopher Stark | January 24, 2019 | 0 Comments

Last time I posted an article on how a CX team should unite silos between business functions in order to focus on improving the customer experience. In this post I wanted to break that down a little further and discuss the key components to a CX function and how building the function is not as…

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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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