| CX Culture, CX Strategy, Enterprise CX
Who Owns Customer Experience? Part 2 of 4: Contact Center Operations
In Part 1, we concluded that regardless of the owner, EVERYONE in the organization is ultimately responsible for CX. Thus, Part 2 ...
customer experience
Insights Categories:
| CX Culture, CX Strategy, Enterprise CX
Who Owns Customer Experience? Part 1 of 4: Introduction
Welcome to a four-part blog series on customer experience (CX) ownership. In Part 1, we will explore potential owners and examine whether ...
| CX Strategy
Contact Center Preparedness: Operating in a Pandemic and Beyond
The COVID-19 crisis has made many organizations realize their contact centers were not fully prepared to handle customer communication needs. Especially with ...
| Enterprise CX
Podcast: PTP’s Crystal Collier on Learning, Listening, and CX Leadership
Crystal Collier is no stranger to the customer experience (CX) realm. And she has a lot of valuable insight to share. She ...
| CX Strategy, Enterprise CX
Why Financial Services Firms Need a CX Strategy
Every industry has been tremendously impacted by the advent of the smartphone, but few more than the financial industry. Phones and even ...
| CX Culture
What Contact Centers Can Learn From the Best Airport Lounges
For many people, air travel is stressful. From long lines at security to crowded terminals to delayed or even cancelled flights, getting ...
| CX Strategy, Enterprise CX
10 Metrics That Matter in Customer Experience
The data shows it all, and it's rapidly changing. Are you keeping up? We al know that the customer experience (CX) is ...
| CX Strategy
The Difference Between Customer Experience and Customer Service
Customers are the chief drivers for business. Without them, operations simply wouldn't exist. Having top-notch products and services along with a way ...
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