CCNG
JUNE 14, 2023
I quickly called the airline to see what could be done to rectify the situation. Still after 10 years, I remember that conversation with that agent, and go out of my way to use that airline. In today's competitive market, providing an outstanding customer experience is more important than ever.
Aspect
MARCH 17, 2020
Contact Center Community –. I have spent the last several days writing, calling and working with customers I have developed relationships with. Behind every Aspect badge is a person, and behind every one of our customers’ badges is a person too. The COVID-19 pandemic is challenging many of our conventions every day.
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Eptica
JULY 26, 2017
It could even involve working a shift in-store or in the contact center to get the agent perspective on CX. To fill this gap, many companies are creating the role of a Chief Customer Officer (CCO) , someone who is not part of a specific department, but has a global view and responsibility for existing and new customers.
CSM Magazine
AUGUST 22, 2019
The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. Senior Director, Customer Care, Hilton. Director, Customer Obsession, Uber.
ClearAction
MARCH 22, 2024
United Airlines passenger dragged off a flight: PR nightmare, customer churn, stock plunge. Southwest Airlines outdated IT caused 16,900 canceled flights for 2 million passengers: PR nightmare, customer churn, stock plunge, massive fines. The Chief Customer Officer must drive customer-centricity companywide via influence.
Netomi
JANUARY 5, 2022
Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. He is an expert in transforming how employees work with customers through multiple digital marketing strategies. RPA Helps Contact Centers Deliver Better Customer Experiences.
CX Global Media
JULY 10, 2019
The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. Jim Iyoob Chief Customer Officer??, CCVS Playbook and Planner.
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