Driving a new era of CX transformation focusing on creating memorable digital experiences

People hate calling contact centers. However, many companies that seek to create a customer experience strategy that leads to an improved experience are often hindered by the use of flat success measurements such as Net Promoter Score (NPS) or Customer Satisfaction (CSAT).

Effective knowledge capture is the first step to leveraging the tacit knowledge retained by your employees, partners, and customers to improve your organization. Still, it’s only the first step. As they say, knowledge is power, but what is knowledge without appropriate management to ensure its dissemination to the people who can best act upon it?

When does customer service begin? For your customer, it begins with the first perception they have of your business. However, it’s the first interaction between customer and business—in-person, over the phone or online—that gives businesses an opportunity to build a relationship.