Everyone knows that technology projects are laden with risks. But, until now, has anyone ever proven that the anticipation and mitigation of risk is the #1 activity that is most highly correlated with outcomes? Well, it’s true. Donald Rumsfeld is famous for describing risks as the “unknown unknowns”: “[T]here are known knowns; there are things we know we know…. read more >
Contact center and VOC (Voice Of the Customer) leaders are on a permanent quest for customer feedback, typically from email and phone surveys. But in an age of empowered consumers, traditional sources may be inadequate and seem outdated. Today’s leaders not only need to gather effective, quantitative inputs by asking customers for feedback, but also… read more >
Customer Experience (CX) initiatives can be extremely complex or relatively straightforward – depending on whether the focus is on 1) customer experience management (CEM) by transforming the CX and reinventing customer-facing business processes across the organization, or 2) implementing technologies such as a content management system (CMS), customer analytics, or e-commerce. But no matter what… read more >
