Expert insights. Personalized for you.
A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home. MORE
Are You Ready to Re-Build Customer Loyalty? The 2020 National Customer Rage Study was released last month. With everything else going on, did you have a chance to look through it? You should. It’s a quick and straight-forward read. It’s also an eye-opener. MORE
A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home. MORE
4 Steps to Deliver the Helpful, Professional, Reassuring CX Your Customers Need Most Right Now. MORE
As American employers continue grappling with how to stay open while their office doors are closed, there are 5 long-held “concerns” that I keep hearing. Problem is, while the concerns are real, the beliefs are inaccurate. MORE
5 Questions to Guide Your Process. Business leaders across the country continue exploring every conceivable way of adapting to the unprecedented stresses and challenges of the current coronavirus-driven economy. MORE
Last March, I wrote about what I saw happening to the customer care industry when COVID-19 forced entire call centers to close their doors, send their agents home, and scramble to provide the technology necessary to get those agents back on the phones. It was ugly. MORE
The pandemic has driven monumental changes in how people live, how communities function, and how businesses around the globe operate. At first, most of us have seen the many demands of social distancing as unforeseen, painful, and impossible to sustain long-term. And we were right. MORE
The pandemic has driven monumental changes in how people live, how communities function, and how businesses around the globe operate. At first, most of us have seen the many demands of social distancing as unforeseen, painful, and impossible to sustain long-term. And we were right. MORE
May 7, 2020. Skybridge Americas Chief Financial Officer, Laresa McIntyre recently graduated from Stetson University’s Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the unpredictability of new business models. MORE
As You Map The Way to Your Next Normal. There’s so much talk these days about “getting to the new normal.” In his recent article, Adrian Swinscoe shared some recent data about the impact of COVID-19 on CX scores: according to Cogito, CX scores have fallen by 4% worldwide. MORE
This month, as nearly every country on earth continues to grapple with the challenges of COVID-19, many of us around the world paused, briefly, on May 9th to commemorate the 75th anniversary of VE Day, the day WWII ended in Europe. MORE
When your customers reach out to you with a question or a problem, you know they’re expecting a clear, accurate, efficient response. If you can’t meet those expectations, the future of your customer care operation – and your brand – looks pretty bleak. MORE
May 7, 2020. Skybridge Americas Chief Financial Officer, Laresa McIntyre was recently selected by Stetson University to be on the advisory board of its Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the unpredictability of new business models. MORE
Will Yours Be One of Them? Navigating the seemingly endless challenges of COVID-19 is forcing brand leaders to “learn how to walk fast on thin ice.” MORE
The short-term steps you take immediately after a crisis can have a huge long-term impact on customer trust. You already knew that. MORE
Here are 7 Steps To Take Now. For most U.S. companies, it continues to be a long, bumpy and unpredictable road back from COVID-19. Few recent studies underscore that fact as pointedly as the 2020 Edelman Trust Barometer. MORE
Don’t Skip These Critical Steps. Sometimes, the best way to get a reality check on how well you’re really treating your own customers is to simply be one of your own customers. Experience your brand’s customer experience. What do I mean by that? Well, let’s be real. MORE
Are your customers struggling to come to terms with the new rules and new inconveniences of today’s “social distancing” requirements? Are they starting to take out their frustrations on your customer care agents? It seems to be happening just about everywhere right now. MORE
Superior customer experience, 100% compliance, and dramatically reduced costs. When we introduced SkyAI last year, I talked about how, thanks to this innovative Artificial Intelligence solution, we were able to deliver efficiency without sacrificing the magic of the human touch. MORE
As is true for just about everyone these days, the past several weeks have been a time of rapid transitions, brainstorming, problem solving, reflections – and an unprecedented volume of video conferences. The other day, I was struck by a realization that I wanted to share. MORE
With customer service planning conversations increasingly focused on re-opening, redesign, and planning for a post pandemic future, this recent Forbes article caught my eye. MORE
Usually, we think of “disruptors” as upstart competitors that swoop in with new solutions to old needs (or new ways of convincing buyers of needs they never even knew they had). MORE
5 Ways to Keep Your Team Safe and Engaged. Since March, companies around the world have faced a seemingly unending series of difficult trade-offs in the struggle to remain operational and save the business. MORE
To Take Your Brand Safely Through This Crisis. MORE
Are your customers struggling to come to terms with the new rules and new inconveniences of today’s “social distancing” requirements? Are they starting to take out their frustrations on your customer care agents? It seems to be happening just about everywhere right now. MORE
As You Plan for the Next Phase. In a recent post, I talked about how leader mindsets will play a major role in how brands fare as they ramp back up to re-enter a post-COVID world. MORE
May 7, 2020. Skybridge Americas Chief Financial Officer, Laresa McIntyre was recently selected by Stetson University to be on the advisory board of its Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the unpredictability of new business models. MORE
Use this 10-Trait Scale for a Quick Reality Check. Customer centricity. You know what it means: running your business with your customers’ needs front and center of your actions, investments, and decisions. You also know why it’s important to be customer centric. MORE
In my previous post, I talked about the urgent planning responsibilities facing every customer service manager right now. That’s a lot trickier than it sounds. MORE
Will Yours Be One of Them? You probably had a business continuity plan defined. But if you’re like most brands, your robust, carefully prepared continuity plan wasn’t built to get you through this. MORE
If you’ve been working at your CX strategy for a while now, chances are, you have customer information as fresh and recent as Q4 2019…. “…but but those reports may as well be turned into bird-cage liners now.”. MORE
This month, as nearly every country on earth continues to grapple with the challenges of COVID-19, many of us around the world paused, briefly, on May 9th to commemorate the 75th anniversary of VE Day, the day WWII ended in Europe. MORE
Will Yours Be One of Them? You probably had a business continuity plan defined. But if you’re like most brands, your robust, carefully prepared continuity plan wasn’t built to get you through this. MORE
To Take Your Brand Safely Through This Crisis. MORE
In my previous post, I talked about the urgent planning responsibilities facing every customer service manager right now. That’s a lot trickier than it sounds. MORE
As You Plan for the Next Phase. In a recent post, I talked about how leader mindsets will play a major role in how brands fare as they ramp back up to re-enter a post-COVID world. MORE
4 Steps to Deliver the Helpful, Professional, Reassuring CX Your Customers Need Most Right Now. MORE
As is true for just about everyone these days, the past several weeks have been a time of rapid transitions, brainstorming, problem solving, reflections – and an unprecedented volume of video conferences. The other day, I was struck by a realization that I wanted to share. MORE
The current pandemic has had a profound impact on every American customer’s relationship with nearly every business they patronize. It has heightened some needs and muted others. It has softened customer expectations of some providers, while intensifying their frustrations with others. MORE
Will Yours Be One of Them? Navigating the seemingly endless challenges of COVID-19 is forcing brand leaders to “learn how to walk fast on thin ice.” MORE
Skybridge
JULY 21, 2020
Usually, we think of “disruptors” as upstart competitors that swoop in with new solutions to old needs (or new ways of convincing buyers of needs they never even knew they had).
Skybridge
JULY 16, 2020
Use this 10-Trait Scale for a Quick Reality Check. Customer centricity. You know what it means: running your business with your customers’ needs front and center of your actions, investments, and decisions. You also know why it’s important to be customer centric.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Skybridge
JULY 13, 2020
Are You Ready to Re-Build Customer Loyalty? The 2020 National Customer Rage Study was released last month. With everything else going on, did you have a chance to look through it? You should. It’s a quick and straight-forward read. It’s also an eye-opener.
Skybridge
JULY 8, 2020
Don’t Skip These Critical Steps. Sometimes, the best way to get a reality check on how well you’re really treating your own customers is to simply be one of your own customers. Experience your brand’s customer experience. What do I mean by that? Well, let’s be real.
Skybridge
JULY 6, 2020
The short-term steps you take immediately after a crisis can have a huge long-term impact on customer trust. You already knew that.
Skybridge
APRIL 6, 2020
A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home.
|
Skybridge
JUNE 29, 2020
Last March, I wrote about what I saw happening to the customer care industry when COVID-19 forced entire call centers to close their doors, send their agents home, and scramble to provide the technology necessary to get those agents back on the phones. It was ugly.
Skybridge
JUNE 24, 2020
Are your customers struggling to come to terms with the new rules and new inconveniences of today’s “social distancing” requirements? Are they starting to take out their frustrations on your customer care agents? It seems to be happening just about everywhere right now.
Skybridge
JUNE 22, 2020
Are your customers struggling to come to terms with the new rules and new inconveniences of today’s “social distancing” requirements? Are they starting to take out their frustrations on your customer care agents? It seems to be happening just about everywhere right now.
Skybridge
JUNE 18, 2020
Superior customer experience, 100% compliance, and dramatically reduced costs. When we introduced SkyAI last year, I talked about how, thanks to this innovative Artificial Intelligence solution, we were able to deliver efficiency without sacrificing the magic of the human touch.
Skybridge
JUNE 15, 2020
Here are 7 Steps To Take Now. For most U.S. companies, it continues to be a long, bumpy and unpredictable road back from COVID-19. Few recent studies underscore that fact as pointedly as the 2020 Edelman Trust Barometer.
|
Skybridge
JUNE 10, 2020
5 Ways to Keep Your Team Safe and Engaged. Since March, companies around the world have faced a seemingly unending series of difficult trade-offs in the struggle to remain operational and save the business.
Skybridge
JUNE 8, 2020
As You Map The Way to Your Next Normal. There’s so much talk these days about “getting to the new normal.” In his recent article, Adrian Swinscoe shared some recent data about the impact of COVID-19 on CX scores: according to Cogito, CX scores have fallen by 4% worldwide.
Skybridge
JUNE 3, 2020
If you’ve been working at your CX strategy for a while now, chances are, you have customer information as fresh and recent as Q4 2019…. “…but but those reports may as well be turned into bird-cage liners now.”.
Skybridge
JUNE 1, 2020
The current pandemic has had a profound impact on every American customer’s relationship with nearly every business they patronize. It has heightened some needs and muted others. It has softened customer expectations of some providers, while intensifying their frustrations with others.
Skybridge
MAY 28, 2020
With customer service planning conversations increasingly focused on re-opening, redesign, and planning for a post pandemic future, this recent Forbes article caught my eye.
Skybridge
MAY 20, 2020
The pandemic has driven monumental changes in how people live, how communities function, and how businesses around the globe operate. At first, most of us have seen the many demands of social distancing as unforeseen, painful, and impossible to sustain long-term. And we were right.
Skybridge
MAY 20, 2020
The pandemic has driven monumental changes in how people live, how communities function, and how businesses around the globe operate. At first, most of us have seen the many demands of social distancing as unforeseen, painful, and impossible to sustain long-term. And we were right.
Skybridge
MAY 18, 2020
To Take Your Brand Safely Through This Crisis.
Skybridge
MAY 18, 2020
To Take Your Brand Safely Through This Crisis.
Skybridge
MAY 13, 2020
In my previous post, I talked about the urgent planning responsibilities facing every customer service manager right now. That’s a lot trickier than it sounds.
Skybridge
MAY 13, 2020
In my previous post, I talked about the urgent planning responsibilities facing every customer service manager right now. That’s a lot trickier than it sounds.
Skybridge
MAY 11, 2020
This month, as nearly every country on earth continues to grapple with the challenges of COVID-19, many of us around the world paused, briefly, on May 9th to commemorate the 75th anniversary of VE Day, the day WWII ended in Europe.
Skybridge
MAY 11, 2020
This month, as nearly every country on earth continues to grapple with the challenges of COVID-19, many of us around the world paused, briefly, on May 9th to commemorate the 75th anniversary of VE Day, the day WWII ended in Europe.
Skybridge
MARCH 30, 2020
A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home.
Skybridge
MAY 8, 2020
May 7, 2020. Skybridge Americas Chief Financial Officer, Laresa McIntyre was recently selected by Stetson University to be on the advisory board of its Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the unpredictability of new business models.
Skybridge
MAY 8, 2020
May 7, 2020. Skybridge Americas Chief Financial Officer, Laresa McIntyre was recently selected by Stetson University to be on the advisory board of its Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the unpredictability of new business models.
Skybridge
MAY 8, 2020
May 7, 2020. Skybridge Americas Chief Financial Officer, Laresa McIntyre recently graduated from Stetson University’s Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the unpredictability of new business models.
Skybridge
MAY 6, 2020
As You Plan for the Next Phase. In a recent post, I talked about how leader mindsets will play a major role in how brands fare as they ramp back up to re-enter a post-COVID world.
Skybridge
MAY 6, 2020
As You Plan for the Next Phase. In a recent post, I talked about how leader mindsets will play a major role in how brands fare as they ramp back up to re-enter a post-COVID world.
Skybridge
MAY 4, 2020
4 Steps to Deliver the Helpful, Professional, Reassuring CX Your Customers Need Most Right Now.
Skybridge
MAY 4, 2020
4 Steps to Deliver the Helpful, Professional, Reassuring CX Your Customers Need Most Right Now.
Skybridge
APRIL 29, 2020
Will Yours Be One of Them? You probably had a business continuity plan defined. But if you’re like most brands, your robust, carefully prepared continuity plan wasn’t built to get you through this.
Skybridge
APRIL 29, 2020
Will Yours Be One of Them? You probably had a business continuity plan defined. But if you’re like most brands, your robust, carefully prepared continuity plan wasn’t built to get you through this.
Skybridge
APRIL 28, 2020
Will Yours Be One of Them? Navigating the seemingly endless challenges of COVID-19 is forcing brand leaders to “learn how to walk fast on thin ice.”
Skybridge
APRIL 28, 2020
Will Yours Be One of Them? Navigating the seemingly endless challenges of COVID-19 is forcing brand leaders to “learn how to walk fast on thin ice.”
Skybridge
APRIL 24, 2020
As is true for just about everyone these days, the past several weeks have been a time of rapid transitions, brainstorming, problem solving, reflections – and an unprecedented volume of video conferences. The other day, I was struck by a realization that I wanted to share.
Skybridge
APRIL 24, 2020
As is true for just about everyone these days, the past several weeks have been a time of rapid transitions, brainstorming, problem solving, reflections – and an unprecedented volume of video conferences. The other day, I was struck by a realization that I wanted to share.
Skybridge
APRIL 21, 2020
As American employers continue grappling with how to stay open while their office doors are closed, there are 5 long-held “concerns” that I keep hearing. Problem is, while the concerns are real, the beliefs are inaccurate.
Skybridge
APRIL 15, 2020
5 Questions to Guide Your Process. Business leaders across the country continue exploring every conceivable way of adapting to the unprecedented stresses and challenges of the current coronavirus-driven economy.
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