Customer Loyalty Archives

Customer Loyalty

Rethink the Contact Center of the Future

Dylan Haviland - July 1, 2020

The contact center industry has always needed to look forward. It’s a business so ingrained in the trends and innovations of every...

Customer Loyalty

3 Ways to Revolutionize Customer Service After the Pandemic

Dylan Haviland - May 13, 2020

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The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer...

Customer Engagement

Contact Centers Maintain Human Connections in Times of Crisis

Elizabeth Glagowski - April 6, 2020

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In times of crisis -- like right now -- people are naturally anxious. They are unsure of what will happen next. They...

Customer Engagement

Say I Do to Customer Service

Dylan Haviland - February 3, 2020

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

Customer Engagement

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

Judith Aquino and Dylan Haviland - January 20, 2020

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

Customer Engagement

Want to Win at Personalization? Let the Customer Lead

Judith Aquino - January 10, 2020

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Increasingly, customers expect personalized experiences as a standard of service. But as consumers, we all know that the quality of personalized experiences...

Customer Loyalty

Tell a Story With IoT

Dylan Haviland - November 20, 2019

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IoT (Internet of Things) devices, products that are connected to multiple channels (think Google Home or any smart home device), are redefining how...

Customer Engagement