Customer Experience

The 3 Principles of Brand Loyalty in a Highly Disruptive World

by Kim Campbell in Customer Experience, Kim Campbell, Loyalty Program Management

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the current era of disruption is changing everything about all our relationships. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast.  Read on to […]

 

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Diversity, Equity, and Belonging in Customer Experience: A Conversation with Sean Mohammed

by Blue Ocean News in Customer Experience

Our podcast team had the pleasure of sitting down with Sean Mohammed, Senior Manager of HR and leader of Blue Ocean’s Diversity, Equity, and Belonging Initiatives. With Pride Month in full swing around the world, this the perfect time to explore how companies in the customer experience industry are creating inclusive workplaces and fostering a […]

 

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This Call May Be Recorded: How Conversation Intelligence Is Transforming the Contact Center Industry

by Susan Preiss in Artificial Intelligence, Conversational Intelligence, Customer Experience, Susan Preiss

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better.   At a recent industry conference, the session on quality assurance began with the keynote speaker taking the mic, and boldly announcing: “when it comes […]

 

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What You Need to Know About Contact Center BCP When Outsourcing

by Abby Saranchuk in Abby Saranchuk, Business Continuity Plans, Customer Experience, Customer Service Trends

  Too tired to read? Listen to the audio via our podcast here: In the current landscape of customer service, brands must put themselves in the shoes of their end-users to stay competitive and differentiate themselves. The customer experience reigns, and frontline agents must deliver on customer expectations with reliability and consistency. But what about […]

 

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