CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Connections 52

Connections Customer Connectedness Call Recording Omnichannel 52

Maru Group

JUNE 10, 2021

These principles of speed and depth are core to the Maru software ecosystem and are central to the delivery of understanding executed by our users either within the enterprise or via our advisory experts. This model of Discovery, Classification and Sentiment (see diagram) delivers against core objectives for the enterprise.

Customer Experience 52

Customer Experience Metrics Feedback 2021 52

Beyond Philosophy

NOVEMBER 14, 2017

Richard Branson and Herb Kelleher never studied HR theory or staff management principles. Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second.

Airlines 87

Airlines Culture Consulting 2018 87

Currency Alliance

NOVEMBER 14, 2019

Most importantly, understanding of open loyalty theory is finally spreading among practitioners. The overarching loyalty trend of 2020 will continue to be brands getting to grips with digital transformation. If that sounds like loyalty is late to the party, that’s not necessarily a bad thing. Some stars are sticks. Other stars are carrots.

Loyalty 40

Loyalty 2020 Hotels Loyalty Programs 40