Jun 27, 2019

How do you provide the best customer experience in your industry? Deloitte partner Angel Vaccaro discusses how the definition of a "good" customer experience has changed over the last 20 years and how businesses can keep up by combining personalization technology with the human touch. "Know me, know what I want so that...

Jun 20, 2019

Innovative products bring customers in the door, but amazing experiences keep them coming back for more. A firm believer in this mindset, Uber's global support lead Lisa Stoner reveals how she is creating a service experience as disruptive as the company's product suite. As part of this discussion, she addresses...

Jun 13, 2019

We all want our agents to focus on "high-value work." We all want to elevate efficiency without compromising customer centricity. But how do we achieve this optimal customer contact operation? In this week's episode, two leaders from American Family Insurance share their thoughts. They reveal strategies for identifying...

Jun 6, 2019

“If you don’t set those goals, you don’t know where you’re going. Your customers are going somewhere. You need to lead them as well.” -Cindy Gallagher