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How to Recession-Proof Your Contact Center, According to 360+ Executives

Balto

Interestingly, there were no significant differences based on respondent demographics, suggesting that these are industry standards across use case, company size, department, and title. Personalizing the customer experience: Driving differentiation in retail. 2006, September 13). Lindecrantz, E., 2020, April 28).

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The Power the Ultimate Question

Horizon CX

His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0. It is regarded as an industry-standard CX metric that will likely continue into 2020 and beyond. Summary of Key Learnings.

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