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.

Enter a New Reality of Employee Training

Employee Engagement Strategies and Best Practices Dylan Haviland - February 18, 2020

When virtual reality (VR) technology first came out it was a novelty primarily seen as an innovative way for gamers to dive into...

Behind the Scenes of Dow Jones’ Customer Care

Customer Strategy Judith Aquino - February 11, 2020

At its core, excellent customer support is about making your customers feel understood and appreciated by your business. And while customer support...

Decoding RPA and Intelligent Automation in the Contact Center

Employee Engagement Strategies and Best Practices Rafa Domene Carmona - February 10, 2020

Today’s customers are fast. The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they...

Say I Do to Customer Service

Customer Engagement Dylan Haviland - February 3, 2020

New York City is a hub of startups. One subway ride reveals a rich tapestry of companies looking to disrupt nearly every...

A First Look at 2020 Retail at NRF’s “Big Show”

Customer Engagement Judith Aquino and Dylan Haviland - January 20, 2020

New decade, new retail. At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional...