14 Practices That Are Hurting Your Consumer Experience

We recently asked our leading executives what word defines their professional development focus for 2023. Here are their responses… John Schembari, Senior Education Executive Investment. How do we invest participants in the professional development that they receive? Far too often, professional development is a one-size-fits-all, lowest common denominator, sit-and-get rather than an opportunity for participants

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CSAT vs. Sentiment Analysis: Which Is Better?

During the pandemic, organizations had to interact with their customers digitally. Contact centers provided the company’s “human face.” Without face-to-face interactions, it is a lot harder to understand how your customers feel, since you cannot experience customer behavior directly. Running a contact center is like steering a submarine: you need a periscope to see what

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