Customer Strategy Archives

Customer Engagement

How to Move your Digital Transformation Strategy Forward (Hint: It’s not a Crisis Response)

Judith Aquino - July 16, 2020

Without question, the COVID-19 pandemic has laid bare consumers’ dependence on real-time digital services and experiences. When customers order groceries online, use...

Customer Loyalty

Rethink the Contact Center of the Future

Dylan Haviland - July 1, 2020

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

Customer Engagement

Contact Tracing: 4 Lessons Learned from the Front Lines

Elizabeth Glagowski - June 1, 2020

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Contact tracing is a critical component to containing and flattening the curve of COVID-19. Tracking those who are infected and who may...

Customer Service Strategies and Best Practices

3 Ways Resiliency Helps Companies Shift Back

Dylan Haviland - May 19, 2020

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A forward-thinking strategy is the best solution for overcoming uncertainty. For CX-leaders in the contact center space to overcome the fallout from...

Customer Relationship Management

How to Rebound from the Coronavirus: Your Top Sales Questions Answered

Judith Aquino - May 4, 2020

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Like a massive tidal wave, the COVID-19 pandemic has upended business operations, supply chains, and economic activity, leaving a path of uncertainty....

Customer Strategy

Here’s How Sales Professionals Can Succeed in the New Reality

Judith Aquino - April 28, 2020

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At its best, sales is about helping clients succeed. When we help our clients win, we win as well. But these aren't...

Customer Strategy

How sustainability is reshaping relationships with consumers and clients

Dylan Haviland - March 2, 2020

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On Feb. 17, Jeff Bezos announced the “Bezos Earth Fund,” pledging $10 billion against what he deemed Earth’s biggest threat, climate change....

Customer Strategy

Behind the Scenes of Dow Jones’ Customer Care

Judith Aquino - February 11, 2020

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

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...