Editor's Picks
Thought Leadership Articles
Applying a Customer-Centric Mindset To Employee Retention
“The customer is always right.” This phrase, popularized by successful retailers in the early 1900s, has been a guiding principle for many organizations over...
Real Customer-Centricity Starts with Product Development
In launching our business in 2002 our hardest decision was agreeing on a name. We chose CustomerCentric Selling® and weren’t enamored with it. A...
Stop Blaming the Help. How Companies Stymie Great CX
"I'm giving my two weeks' notice today", the young women with the blue hair told me as she struggled to assign me a storage...
Avoid These Common Jobs-To-Be-Done Fails
Defining the customer’s job-to-be-done correctly is fundamental to a company’s success. Don’t let these two common mistakes derail your innovation efforts.
“People don’t want a...
Think Tank Discussions
Don’t Waste Your Money on Empathy Training
Empathy training is a waste of time and will have little to no effect on the customer experience in your contact center. If you want to build empathy skills in agents, you need to have the right mindset and take the right actions. Don’t waste your mone...
NICE inContact Announces Alliance with General Dynamics Information Technology
Collaboration enables companies to implement next-generation cloud solutions for federal agency customers
