Apr 19, 2022
In 2021, 44.5% of organizations worldwide revealed that they perceive customer experience (CX) as a primary competitive differentiator. But are they really customer-centric? Are they building out experiences with that central focus on customers?
Debbie Qaqish watches these company trends in how they treat customer...
Apr 5, 2022
Sean Albertson, head of client experience measurement and analytics with Charles Schwab, began his CX journey on the front lines in contact centers in the mid-1990s. He managed service teams, quality and training programs, and created knowledge management tools early in his career.
Moving into this century, Albertson...