Rachel Lane

As organizations start to look over the horizon from COVID-19, we realize that most businesses have just been forced through the eye of a storm. In the world of the contact center that old normal took six decades to create, we’ve seen momentous change that was forced upon us.  Before

As organizations start to look over the horizon from COVID-19, we realize that most businesses have just been forced through the eye of a storm. In the world of the contact center that old normal took six decades to create, we’ve seen momentous change that was forced upon us.  Before

The great experience-builder Walt Disney said, “Times and conditions change so rapidly that we must keep our aim constantly focused on the future.” In a nutshell, that’s our philosophy on building customer experience (CX). To keep up with customers, you need to tackle today’s pain points—but that’s not enough. CX

The great experience-builder Walt Disney said, “Times and conditions change so rapidly that we must keep our aim constantly focused on the future.” In a nutshell, that’s our philosophy on building customer experience (CX). To keep up with customers, you need to tackle today’s pain points—but that’s not enough. CX

Consumers today are sophisticated and do their research before making a purchase. They expect to have a seamless and positive experience and, if those expectations aren’t met, consumers know they have options. For companies looking to create a competitive edge, having a strong brand recognition, or even a stellar product

Consumers today are sophisticated and do their research before making a purchase. They expect to have a seamless and positive experience and, if those expectations aren’t met, consumers know they have options. For companies looking to create a competitive edge, having a strong brand recognition, or even a stellar product