Call Center Pros

AUGUST 27, 2018

She explains that oftentimes “more thought and preparation goes into how to get the telephone to ring (strategy), than what to do once it rings (execution and implementation).” Each chapter offers steps to follow, a succinct summary of main points, and ready-to-use tools for getting started.

Books 40

Books 2018 Customer Service Call Center 40

CX Journey

DECEMBER 8, 2015

Throughout the years, Annette has championed the importance of customer journey mapping and executing across key touch points to delight customers. According to Forrester Research, 92% of leadership teams face this challenge, and thus place customer experience improvement among their top strategic priorities. Michelli , Ph.D.,

Automotive 37

Automotive Customer Journey Mapping Customer Centricity Leadership 37

Second to None

MARCH 16, 2018

And again, Forrester (2016) showed that superior CX drives superior revenue growth. Join other marketing professionals, industry influencers, product experts and Oracle executives to learn how you can use the entire marketing ecosystem to impact customer experience.” CX is not the latest buzz word.

2018 63

2018 Customer Experience 2017 Customer Satisfaction 63