Tomorrow’s CX Technology Must Improve the Quality of Attention
November 16, 2021
In a period of flux, technology must capture the current state of the market and unveil customer challenges.
Customer Service is Uniquely Positioned to Own the Churn Challenge
October 15, 2021
Churn is a cross-functional challenge, but it needs a single owner to define the charter; a single leader to facilitate cross-functional collaboration and drive real progress.
Wharton Professor Peter Fader believes ‘not all customers are created equal’
July 9, 2021
We sat down with author and professor of marketing at The Wharton School to discuss customer-centricity and how we can achieve it.
Take customer service back to the future
July 9, 2021
Technology helps, but connecting with people was, is, and will remain a human endeavor, even in the foreseeable future.