When you look around and see the many options for pet services such as pet insurance, grooming and exclusive doggy...Read More
Employees are Customers too – Enterprises must channel their “inner” Omnichannel
In a recent podcast about omnichannel, an interesting spin on the topic came up. As posed by my colleague Fred McClimans: “Omnichannel applies to the internal business/partner operations just as much as the consumer side of the market - why isn't this given enough attention? Or is it?”Read More
Concentrix bets on scale (and skill) with Minacs acquisition
Concentrix is moving up the value chain while adding major scale to its operationsRead More
Contact Center Providers are blissfully unaware they could lose key clients
Service providers need to step up their CX gameRead More
Forget about Omnichannel hype when your Basic Customer Service Sucks
Everyone is talking about how to get to the right strategy for omnichannel customer communications, yet no one really knows what it means.Read More