Contributor: Ernan Roman
Posted: 04/10/2017
Experiences Not Channels to Engage with Customers
Marketing expert and blogger Ernan Roman discusses why omni-channel is an important part of the overall customer experience, but that contact channels aren’t the end goal: an excellent experience is. “You can’t have your channels competing against one another… The goal is to get your organisation as a whole to work toward overall revenue optimisat Full Article »
Posted: 01/24/2017
Omni-Channel Experience CenterPoint Energy
Gregory Knight is the SVP & Chief Customer Officer at CenterPoint Energy. At the Executive Customer Contact Exchange US he held a presentation around the omni-channel experience at the company. He talks about the journey at CenterPoint Energy from the importance of VOC to a new predictive and proactive IVR service, and how social media ties int Full Video »
Contributor: Zarina de Ruiter
Posted: 06/07/2015
Kevin Thompson, Vice President Customer Experience and Development at the luxury retailer, discusses his approach to delivering a world-class CX. Last week we published our first podcast, with YO! Sushi's People Director, Suresh Banarse. He told us all about how the company ensures a great customer service through their culture, recognition Full Podcast »
Posted: 09/05/2016
Multi-Channel Connecting Customers to a Deeper Conversation
How to communicate through multiple channels for greater engagement and retention. In our digital age there has been a lot of talk about the importance of engaging with your customers on their preferred communication channel. But there has also been limited clarity on how to proceed in a way that both simplifies your efforts and best leverages your Full Whitepaper »