Skybridge

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3 Wishes, 1 Hope, and Infinite Thanks

Skybridge

At this time of reflection, gratitude, and anticipation of a new year, we at Skybridge Americas wish to express our deep appreciation for our customers, our partners, and our talented Skybridge team members.

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Welcoming Christine Guzman

Skybridge

I am happy to announce that Christine (Chris) Guzman has joined Skybridge Americas as Chief Financial Officer. Chris brings an extraordinary combination of industry success and thought leadership to her role.

Finance 52
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Nightmare on Customer Service Street!

Skybridge

‘Tis the season for spooks, scares, and spine-tingling surprises. And while most of us enjoy greeting the unknown at our front door on Halloween night, no one is amused by an unexpected nightmare experience with customer service. What happens when your customers reach out to you? Is it a treat?

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Think You’re Customer Centric? Brian Solis Has a Quiz for You

Skybridge

In a recent article for Forbes, business trend forecaster Brian Solis describes “a circle” with a picture of a customer in the middle of it. This, he says, is how most of us define “customer centricity.” It’s a promise to consider the impact on our customers in everything we do.

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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Are Your Customers Losing Patience with Your Customer Care?

Skybridge

As a consumer, I know how I feel when I have to reach out to customer care. So do you. Some brands (our favorite brands) make it so easy. One call or text or chat is all it takes to get what we need. So quick and painless that we barely stop to think about how well it all works with that brand. .

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No, Your Agent Retention Programs Aren’t Really Working

Skybridge

“You can make or break a brand relationship in a single conversation…”. That was an opening sentence that caught my eye the other day. Instantly, I thought, “Agreed!”

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Is Your CX Performance Slipping? Forrester Thinks So

Skybridge

Even tiny shifts in leadership focus can lead to costly drops in customer experience. After showing an impressive post-covid CX rebound – and steady gains in 2021, US brands appear to have hit the wall. That’s according to Forrester’s 2022 US Customer Experience Index.

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Why Brand Intimacy Might Be a Smarter Way to Gauge the Health (And Profitability) Of Your Customer Relationships

Skybridge

Why brand intimacy might be a smarter way to gauge the health (and profitability) of your customer relationships. Sure, “loyalty” measurements can be useful indicators of a customer’s repeat business and potential long-term profitability. But what leads to loyalty?

Surveys 56
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Did you hear that? Listening to the voice at the center of your CX strategy

Skybridge

These 5 Emerging CX Trends Will Determine Your Brand’s Success. Get the breakdown from North America’s leader in customer care.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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Did you hear that? Listening to the voice at the center of your CX strategy

Skybridge

“Many organizations claim to be customer-centric. So why do some continue lose customers, while others deliver phenomenal experiences?”. That’s the opening line in a recent CMS Wire article by Jason VandeBoom.

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Say goodbye to the old type of contact center

Skybridge

In their recent 2021 survey of contact center leaders, Deloitte Digital explores how post-pandemic contact centers are rapidly evolving into customer experience (CX) hubs. The survey is well worth the read, outlining 5 critical findings.

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Your CX Secret Weapon

Skybridge

I don’t know your number. But I have a good guess it’s not small. Recently, I came across an article by Peter Dooley about the various ways that marketing insights are gathered.

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Andrew Bosko Has Helped Transform Skybridge Americas’ Brand

Skybridge

Andrew Bosko Has Helped Transform Skybridge Americas’ Brand. Since he joined the company in 2016, Andrew Bosko has helped Skybridge Americas’ transform its brand, upgrade its technology, and grow in sales.

Sales 52
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The Ultimate Crash Course in eLearning Visual Design

Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach

Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.

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How to Make Every Veterans Day Count. The Top 10 Reasons to Hire a Veteran!

Skybridge

Today, as we honor the service and sacrifice of all American Veterans, I would like to highlight one especially meaningful way that businesses across the country can show their appreciation: Hire a Veteran. A few years ago, I wrote about my Top 10 Reasons to Hire a Veteran.

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When “Virtual” is Better:

Skybridge

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.

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The Undeniable Link Between Brand Empathy and Customer Experience

Skybridge

How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare.

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The 3 CX Opportunities Most Often Missed by CMOs Today

Skybridge

How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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When is the Last Time You Asked Your Customer Care Partner These 3 Questions?

Skybridge

I’ve said it before: there are countless ways to measure a contact center’s performance. While each metric means something , the truth is, some are more useful and informative than others.

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Is Your Customer Care Team at the Center of Your Engagement & Loyalty Strategy? It Needs to Be.

Skybridge

As a growing mountain of studies continues to show, the events and effects of the past year have driven – and continue to drive – profound shifts in customer needs, preferences, and standards. For better or worse, this great reshuffling of buying behaviors has many North American brands in a tizzy.

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Laresa McIntyre: Bringing a change in the financial sector at Skybridge Americas Inc.

Skybridge

The Most Successful Businesswomen to watch, 2021. Some leaders like to help others and grow with them to make a better place around them. With the free spirit to help others and transform the financial sector, Laresa McIntyre joined forces with Skybridge Americas Inc.

Finance 52
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The Price of a Poorly Scheduled Patient Appointment

Skybridge

A True Story of Patient Experience Gone Wrong and 3 Ways to Make it Right. In one short year, everyone in the healthcare industry has experienced radical, upheaval. Much of it painful. Some of it surprisingly positive.)

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Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

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Customer Loyalty Isn’t Built in a Day, and It’s Never Built Without a Great Customer Care Team

Skybridge

Several years ago, Annette Franz, the founder and CEO of CX Journey, wrote about 6 tools to ensuring that everyone involved in a brand’s success have a clear view and understanding of the customer. Delivering great CX isn’t just up to the employees at the front line, she argued.

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Planning the Perfect CX Strategy?

Skybridge

Here are 5 Things You Probably Forgot. Advice on initiating, launching, and perfecting CX strategy is everywhere. Everywhere. Problem is, it’s not all good or useful advice. Bigger problem: even the best advice might not get you where you need to go.

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Is Your Brand Ready to Be Customer Centric? Take this 6 Question Quiz to Find Out

Skybridge

As countless North American brands are discovering (and rediscovering) these days, the post-pandemic path forward continues to be a bumpy one.

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How Some Brands are Spending 90% Less on Customer Growth

Skybridge

The events of the past year caused dramatic disruptions in consumer behaviors. While many were obvious and, potentially, short-term, other changes were a lot tougher for brands to notice or easily understand.

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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6 Questions (and 4 Best Practices) to Guide Your CX 2021 Initiatives

Skybridge

How well do you know – I mean really know – what your customers want and need most from your brand right now? It’s a tricky question to answer.

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Stop Overlooking the Most Powerful CX Tool You Have: Your Own Mindset

Skybridge

No one said the path forward in 2021 would be easy. Over the past several months, a growing number of research studies points to the extreme customer upheaval many brands have endured.

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5 Super Smart, Deceptively Simple Rules for Tackling Your CX Reboot

Skybridge

After the year we’ve all experienced, many American brands are taking a long, hard look at their current CX performance. In the wake of COVID many organizations are still sorting through the data to understand where their customers are today.

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5 Customer Care Facts You Can’t Afford to Ignore in 2021

Skybridge

Many brands have risen to the past year’s market challenges with admirable agility. By pivoting wisely and adapting swiftly to customers’ changing priorities, these companies have done better than just weathering the storm.

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Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!

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Yes, New Customers are an Investment. But What’s Your Return?

Skybridge

But What’s Your Return? After a year of upheaval, unpredictability, and astonishing shifts in consumer behavior, 2021 is shaping up to be the year of rethinking and recalibration.

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5 New Year’s Resolutions for 2021

Skybridge

The white-knuckle ride known as 2020 has taught us many things, from the foolishness of taking anything for granted, to the importance of being resilient.

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A 6 Point Compass Check for Navigating 2021

Skybridge

Every January carries the promise of new beginnings, fresh starts, and high hopes. For many of us, this is a time of committing to specific resolutions, aimed at making us better leaders. That’s all well and good.

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14 Brand Loyalty Boosters for 2021

Skybridge

After a year of getting the rug get pulled out from under nearly every plan you thought you had last January, you’d be forgiven for approaching 2021 with some trepidation. So, how can you best position your brand to meet your customers’ expectations next year?

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Authentic eLearning Localization: Challenges and Best Practices

Speaker: Chris Paxton McMillin, President of D3 Training Solutions

People prefer to learn in their native language, so localizing eLearning helps genuinely engage learners and gives them that much-needed sense of inclusion. In this exclusive webinar with Chris Paxton, learn how to ensure that authentic translation and localization work for your organization!