Randy Saunders

The Primary Source of Agent and Customer Frustration? It’s the Desktop.

A new Ventana Research report titled, "Customer Experience Management: Improving the Consistency and Quality of Customer Interactions," reveals that the agent's desktop is a...

Kroger Loyalty Card Could Save Your Life

My neighbor was preparing a spaghetti and meat sauce dinner for her family when she was interrupted by an alarming phone call. "This...

New Ventana Research Benchmark Reveals Slow Customer Experience Management Adoption

A new Ventana Research report titled, "Customer Experience Management: Improving the Consistency and Quality of Customer Interactions," confirms that businesses are only beginning to...

Service Is Marketing

In the Advertising Age article, "How Apple Is Blurring the Line Between Marketing and Service," Pete Blackshaw finds that leading brands like Apple and...

How to Be a Customer Experience Standout

This article is an excerpt from the white paper, Customer Experience Happens in the Contact Center, With Insights From Shaun Smith. It's no coincidence that...

New Posts