Dec 13, 2022
Thinking about getting the latest CX and marketing tools for your customer service agents or possibly investing in some artificial intelligence? Are you wondering whether the pandemic ended up hurting or helping digital customer experience? And just how is the recession impacting what CX decision-makers are focusing on?...
Nov 29, 2022
A recession can be like preparing to go backpacking. You have to decide what you need, what’s unnecessary and what might potentially weigh you down.
CX leaders have to make similar decisions to successfully trek the current economic landscape. They too have to pick and choose needs, cull waste and protect the...
Nov 15, 2022
Avoiding unhappy customers is what everyone wants to do, right? But listening to our most vociferous critics is not always easy because they're not going to pussyfoot around with you. According to this episode’s guest, it’s our angry, enraged customers who are our Golden Tickets to success.
Shaking down happy...
Nov 1, 2022
The concept of transformation has been center stage for businesses around the world for some time now, but taking a moment to reflect on what transformation actually means could radically change organizations seeking new life in turbulent times.
The specter of a looming recession makes the notion of transformation even...
Oct 18, 2022
Travis Trembath, vice president of fan engagement for the PGA Tour, is passionate about golf, customer experience and customer engagement. Having to the best golfers in the world compete under his company's brand? That's the easy part. Fan engagement, and digital customer experience, however, remains a moving target.
In...