Customer Contact Blog

Maryland’s Customer Service Promise Delivers

By Gregory Derwart Managing Director, Administration and Customer Experience Maryland Department of Commerce     When Maryland Governor Larry Hogan implemented his statewide “Customer Service Initiative,” the messaging was all about the customer. He had campaigned on...

Listening To Your Customers Is Like Growing Up

By Stefan Osthaus Founder and Managing Director experience5 GmbH     Over the past years, I have worked with many clients around the globe implementing powerful voice of the customer (VoC) programs. One of the most common themes I see is management’s impatience in...

In Pursuit of an Excellent Customer Experience

By James Pendergast Senior Vice President AARP Experience     There’s no doubt about it, for today’s customer experience professional, the current shiny objects in the room are called Machine Learning and Artificial Intelligence – they are the belle of the Customer...

Botman versus SuperAgent: TheDawn of a New Contact Centre

By Dr. Nicola J. Millard, Head of Customer Insight and Futures, BT Global Services Movie theaters have been packed with superhero movies lately. Many of these pit human against machine in a fight to the death. Is the contact center industry undergoing a similar battle...

Exploring Virtual Reality for Empathy Training

By Adam Schouela, Fidelity Investments Vice President, Product Management – Emerging Technology, Fidelity Labs Sam, a Fidelity Investments associate in one of the customer contact centers, removed the headset and handed it back to me. I had just taken him through our...

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