Strategic Leadership Blog / Customer Experience (2)

In today’s market, where 80% of customers say the experience a company provides is as important as its products and services, a support partner should do much more than simply …

In today's complex environment, the classic support model of "call-into-a-call-center" is ripe for disruption. To provide the great customer experience that nearly every brand seeks requires a support model that …

It’s well-known that retailers who know their customers keep their customers. However, it’s much harder to grow and acquire loyal customers. With the shopper front and center and clearly in …

Natural disasters and obstacles often serve as both challenges and catalysts for systemic change. The COVID-19 pandemic that has gripped the world in 2020 is no exception. The pandemic has, …

As labor challenges in the industry continue in what is an already high-turnover category, delivering a great customer experience is becoming increasingly difficult and costly. More and more, restaurants are …

A quick search can put thousands of articles on digital transformation at our fingertip and hundreds with a subset focus on customer service. The problem is they are all too …