Optimizing business.
One story at a time.

Newsroom

Bridging the Generational Gap: Millennial vs. Gen Z CX Expectations

As the first generation born in the digital age, major corporations and analysts have spent years decoding the mysterious Millennial consumer. More recently, the Millennial’s younger counterparts known as Generation Z is the newest group of mass-market consumers reshaping how companies approach customer experience design. While both generations share some of the same behaviors and…

Read More

The Hidden Truth: The Importance of Customer Journey Mapping

Sometimes you don’t know what you don’t know – this is why a Customer Journey Map (CJM) is an essential tool for every business. A CJM illustrates the journey that your customers go through while interacting with your company – whether it be buying a product, employing your services or engaging in online experiences. You…

Read More

What We Can Learn About Customer Experience: Courtesy of the Transportation Security Administration (TSA)

The three letters “TSA” typically evoke a strong emotion. If you’re like most travelers, the reference likely conjures negative feelings and recollections of missed flights and long wait times. This is quite a different tale. Normally when you think about great customer experiences, your mind conjures up images of Nordstrom, Four Seasons, American Express, Southwest,…

Read More

Cloud Versus On-Premise Contact Center Solutions

Companies have many technology choices when it comes to contact centers. Most businesses have some understanding of the benefits of cloud solutions – they are operational-friendly, highly flexible, reliable, scalable, and most importantly, cost efficient. However, when comparing cloud versus on premise contact center solutions, monetizing the cost savings and making a selection that precisely…

Read More

Critical Metrics to Consider When Measuring Your Customer Experience

Companies and brands that have embraced a philosophy of continuously improving Customer Experience (CX) are leading the way in every sector of the marketplace. The CX landscape is constantly changing and evolving. To ensure you’re adapting and meeting your ongoing ROI efforts, it’s critical you establish the appropriate metrics to determine a performance baseline. Optimizing…

Read More

Four Ways to Enhance Your Customer Experience and Improve Your Financial Outcomes

Companies delivering industry-leading customer experiences are winning the fight for consumer’s hearts, minds and wallets. While doing so, they are also reaping the benefits of enhanced Customer Satisfaction (CSAT), increasing Customer Experience Scores and, most importantly, improving financial outcomes. It’s a simple fact. Increased CSAT, enhanced Customer Retention and a greater Customer Lifetime Value (among…

Read More

Robotic Process Automation: Your Engine for Growth in 2017

Enhancing performance, lowering costs and delivering value through process automation The success of any business is dependent upon sound economics. Successful companies are continually seeking opportunities to reduce spend, enhance performance and streamline operations – all while simultaneously delivering industry-best value to their customers. With the emergence of new technologies and our changing geopolitical environment,…

Read More