September 2019

When companies work to improve the quality of the customer experience, they frequently focus on their employees. Businesses may offer training, evaluating metrics to monitor performance, or otherwise concentrate on the impact of the individual contact center representative to determine if progress is being made. While you can certainly gain valuable information and improvement using this approach, it also leaves out a critical part of...

Today’s buyers put an increasing amount of importance on the customer experience (CX). Common product or service differentiators - like features and pricing - aren’t always enough to stand out from the competition, particularly if several companies have somewhat similar offerings. However, CX can differ greatly, and that creates an opening for businesses that want an avenue for attracting more customers.   Customer perception is impacted by...