We all know that today’s customers have higher expectations than ever before. As highlighted in my recent Dataquest feature, the proliferation of the multi-device, omnichannel culture has made it more difficult than ever for organizations to manage the people and processes required to respond to ...
Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go. The proliferation of the multi-device, ...

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