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The Aging Premises-Based Contact Center and The Cloud

As legacy contact centers age, many believe the premises-based contact center may soon become extinct. The large clunky equipment of a premises-based infrastructure has typically been in place for many years requiring constant maintenance and upgrades. At a time when multi-location contact centers are more common than single-site operations, managing technology for each physical location…

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AI and the Customer Experience: Past, Present and Future

In recent years, Artificial Intelligence (AI) has reshaped how consumers are interacting with companies and brands. It has become evident that the advantages of this technology will be influential, if not vital, in helping businesses build Customer Experience models that will boost productivity, mitigate customer friction and reduce customer effort. As organizations strategize on their…

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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…

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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…

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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,…

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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…

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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…

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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…

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