Blog & Resources

Customer Contact Week

What You Need to Know to Reduce Customer Effort in 2019

It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is ...
reduce customer effort

3 Leadership Buzzwords that Exist for the Best Reasons

Thanks to a fun report from CCW, Customer Contact Week, and some clever customer experience pros (and prose - ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is ...
leadership buzzwords

You Need to Know the TRUTH About Customer Empathy!

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it's vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand ...
customer empathy

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