CX Transformation

voice of the employee

Voice of the Employee: The Lifeline of your Customer Experience Program

Customer experience continues to be a growing need and focus for many companies. Rightfully so, as it leads to customer retention, acquisition, and engagement – three things every company loves to see. As it continues to grow, companies focus their efforts on finding ways to better understand their customers and how to deliver the best …

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Sweet Dreams, C-Suite

As the CEO of a tech startup, I’m no stranger to restless nights. Thoughts about growth, product changes, personnel, financials, and data security are all frequent visitors in the wee hours. However, there is no single thought that keeps me up at night more than customers. What do they think of our company? How much …

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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 / 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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