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Jul 26, 2018

Live from CCW:  Brian Court of Intralinks and Alton Harewood of 8x8 debunk the idea that customer centricity and cost consciousness are opposing forces.  Bad customer service processes and systems, it turns out, actually cost money.  Investing in a great customer experience can thus prove very fruitful...very quickly. ...


Jul 19, 2018

To thrive in today’s era of customer centricity, organizations must answer two questions:

  • What are customers demanding?
  • How do we actually meet those demands?

Lori Jarchow of Ecolab and Andrea Pohlman of Aeritae explore those questions in the latest edition of the CCW Podcast series.  After discussing the new,...


Jul 12, 2018

If you want to know how your contact center is currently performing, look at your metrics and scorecards. If you want to truly understand how customers feel about your brand – and how to fix any problems – you need to dig deeper. You need a robust, ever-evolving analytics program.

SiriusXM is fervently committed...


Jul 5, 2018

From RBS, Nick Muir joins us and shares that it’s not the data that matters, it’s how you use it. He notes that the organization must find customer data wherever it is in the enterprise as there’s no point in having the data if you can’t use it to understand and interact with your customers better. He notes that...