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Leaders: Are You In Love With Your Own Ideas?

Leaders: Are You In Love With Your Own Ideas?

I recently came across an article in the Wall Street Journal about David Novak, the former CEO of Yum Brands. In the article, he talks about his epic fail: Crystal Pepsi, the clear version of Pepsi that he developed in 1992 when he was Pepsi’s Executive Vice President of Marketing and Sales. The thinking behind creating Crystal Pepsi was that, at the time, colas were losing market share to clear drinks, so let’s develop a clear drink to compete. Hey, why not?

Successfully Continuing Remote/Hybrid Work in the Contact Center

Successfully Continuing Remote/Hybrid Work in the Contact Center

According to Gartner, 70% of contact center agents want to continue to work from home. At the same time, 81% of contact center leaders believe that as much as 80% of their employees will primarily be working from home in two years. The benefits of working from home are huge, for both employees and for the business.

Improving the Employee Experience to Improve the Customer Experience

Improving the Employee Experience to Improve the Customer Experience

The employee experience is mission critical to delivering a great customer experience – and your employees get it. They know what they need in order to deliver a great experience for customers – and it’s not always just training. You need to take a look at what you’re doing to ensure they have what they need before customers can have a great experience.

How Can You Kickstart Your Customer Experience Program?

How Can You Kickstart Your Customer Experience Program?

If you’re not yet focusing on the customer experience with your organization, it’s time to get started! Not just started… but it’s time to kick it into high gear! Customer expectations are higher than ever and evolving. You’ve got to get ahead of that!

There are often challenges to getting a customer experience program off the ground in any organization, so let’s overcome those and get moving.

But first, what is a customer experience program?

CX Journey™ Musings: A Tale of Two Employee Experiences

CX Journey™ Musings: A Tale of Two Employee Experiences

One of the critical components of a great employee experience is leadership – specially, leadership who cares about employees. If leaders don’t care about employees, then why should employees care about the business? Imagine the employee experience if that was the case, if leaders cared about employees, their families, and their well-being! And measured success by how they touched their employees’ lives! A little humanity and humaneness would go a long way.

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