Susan Preiss

What’s Everyone Talking About in Customer Experience Today?

by Susan Preiss in Customer Service Trends, Susan Preiss

  Customer experience is pretty much the hottest topic in the contact center and customer care space these days. We’ve been focused on designing and delivering best-in-class experiences for decades, but customer experience is an expansive, evolving topic, and staying current on trends and the latest thinking in customer experience is always a challenge. In […]

 

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Comparing the Online vs In-Person Customer Experience: A Personal Story

by Susan Preiss in Customer Experience, Measuring Customer Service Performance, Susan Preiss

In this article, we share a first-person experience from our Vice President, Client Services, Susan Preiss. She explores the tale of two customer experience scenarios, comparing online versus in-person customer experiences in the quest to buy a new car. The takeaways for the world of customer care are tangible and actionable. Read on! Vehicle Shopping: […]

 

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