Kate Zimmerman

These Three Approaches Will Help Differentiate Your Customer Experience

Despite investments of $56 billion last year, customer experience index scores remained stagnant for the second year in a row, according to Forrester Research data presented at the Forrester CX NYC Conference in June. To combat the problem, many organizations are looking at ways...

Going the Extra Mile: Understanding Your Less Traditional Customers

I just got back from a dream vacation in Italy with my family. From Rome to Tuscany to Cinque Terre to Florence and finally to Venice, we were blown away by the food, wine, history, and views that greeted us everywhere we turned. But,...

How to Provide Great Customer Service to Millennials

Millennials are frequently branded as entitled and privileged. They expect good things to happen to them without putting in the work. Part of this label comes from having grown up in a connected and digital world where a quick response is expected. As a...

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