The old African proverb says it takes a village to raise a child, leveraging the cultural context of community. The same is true in the call center to improve customer experience metrics. Why have customer experience metrics remained flat despite contact center technology becoming more sophisticated and widespread?
Subscription-based retail delivery companies like Stitch Fix, Dollar Shave Club and Birchbox have exploded and are changing the way consumers shop. A recent study shows subscription box sites have grown nearly 3,000% in the past three years.
The Social Customer Journey: How to Understand and...
The social customer journey is all over the map. Here’s how to make sense of it.
The Digital Disconnect: Why Your ROI on Digital...
Is your brand a winner or a loser in digital customer service? Find out what you might be doing wrong.
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