Thinking

CX Day: The Perfect Opportunity To Get Real

By Paula Courtney, Chief Executive Officer. October 1 is CX Day, a celebration of the professionals and companies that make great customer experiences a reality. But more concretely, it’s an opportunity for all of us to better understand and gain insight into just what customers experience every day and each time they buy your products […]

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Memory and the customer experience: Timing is everything

By Sarah Pierce, Senior VP. Recently, I attended the Forrester CX NYC 2019 Forum, which brings together customer experience leaders from around the world to learn how to better understand customers and expand relationships. As I made my way around the conference sessions, learning about many of the new tools and technology that delve into […]

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Top 3 Customer Retention Tips for Business Owners

By Sarah Pierce, Sr. Vice President   Customers decide to take their business elsewhere for a variety of reasons: Whether it’s a negative experience, below-average product or service, or a general feeling of being treated as just a number, people are quick to make changes. What’s more, losing a customer has a significant financial impact […]

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Text Analytics: Be Aware of Magic Bullets

  By Gord Ripley, Senior Vice President Operations at Verde Group There are many text analytics platforms available on the market today. In essence, they all claim to take unstructured data (verbatim) and turn it into structured insights. Terms like machine learning, artificial intelligence, natural language processing and sophisticated algorithms are being thrown around, but […]

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Is Your Customer Service Department Making Things Worse?

  By Sarah Pierce, Sr. Vice President Having a customer service department is essential to business success. Customers who have issues with your product or service want comfort in knowing that they can speak to a representative about their concerns. There are companies such as Amazon, that have international acclaim for their stellar customer support. […]

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What Customer-centered Industries Can Learn From One Another

By Paula Courtney, Chief Executive Officer. It’s a never-ending battle for your customer’s business. We need all the help we can get because in most cases, we’re playing catch up to meet our customers’ ever-changing expectations. Don’t worry. You’re not alone. We can learn from others who have gone before us. Earlier this month I […]

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4 Technologies Modernizing The Customer Experience

  By Michael Tropp, Vice President, Business Development Customer experience isn’t just about smiles and a positive attitude, at least, not anymore. While being cheerful and friendly are aspects that help build customer relationships, there are other aspects of the customer journey that could really benefit from technology to be more efficient. Shockingly enough, reports […]

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Showing Customers That You Care In 5 Subtle Ways

  By Sarah Pierce, Sr. Vice President When it comes to designing a superior customer experience, one can’t spend enough time and energy on the experience being delivered by customer-facing agents. According to our customer pulse database, 76% of customers report experiencing a problem with a supplier’s product or service in the previous six to […]

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