Cynthia Clark

Customer Retention

Five Customer Loyalty Fixes for Telecom Companies

Cynthia Clark - April 14, 2014

Telecom companies must boost their investments in providing a great customer experience or risk facing declining customer loyalty in the coming years. Here are five actions they need to take now to stay competitive.

Customer Engagement

Beyond the Suggestion Box: 7 Novel Ways to Collect Employee Feedback

Cynthia Clark - September 16, 2013

Savvy organizations are finding novel ways to hear from their employees and then acting on this feedback.

Check Your Priorities—Are You Really Putting the Customer First?

Customer Strategy Judith Aquino - August 27, 2019

How to align the right CX goals in your sights.

Research: The Future of Customer Service is an Adaptive Workforce

Customer Engagement Alexandra Scicchitano - August 14, 2019

Key findings from Incite Group's State of Customer Service 2020.

4 Best Practices to Redefine Back Office Services

Workforce Management Kaushal Mehta - August 8, 2019

Success begins with the employee experience.

Excellent CX Eludes Most Brands

Customer Strategy Alexandra Scicchitano - July 29, 2019

Forrester research reveals a customer experience stalemate.

Human Resources Adapts to a Changing CX Workforce

Customer Strategy Elizabeth Glagowski - July 22, 2019

Data and people-centered strategies enable a great contact center environment.