When economic headwinds arise and the future is uncertain, many brands quickly look to cut spending – and the contact center becomes the main target. Often viewed as a cost center, the contact center often seems like the easiest place to cut expenses – but that can be a costly mistake. Customer experience (CX) suffers when handle times grow and resolution rates drop, so brands must consider: is it worth...

Timeshare companies sometimes get a bad rap as not being particularly customer centric. Many consumers associate them with high-pressure sales tactics meant to feed a volume business, rather than crafting hyper-personalized experiences that build loyalty. But Holiday Inn Club Vacations embraces a different philosophy. Nicole Myers acknowledges the preconceptions people may have but, as vice president of customer experience for the brand, she leads a team devoted to elevating CX every day. Florida-based...