Tim Whiting

The value of cross-channel Voice of the Customer

A few years back, it seemed forecasters everywhere were predicting the demise of the call center as self-serve digital channels accelerated up the steep...

Improving CX in the contact center. The devil is in the data.

Customer experience (CX) is today’s competitive battleground, so it may come as no surprise that CX is now a strategic imperative for many contact...

Crowdsourcing your QA – how to tap into direct, indirect and inferred VoC to...

After leading a dozen or so major website redesigns, I am familiar with the euphoric thrill of publishing and propagating a new website.  It’s...

3 key takeaways from Forrester CXSF 2016 for CX professionals

I was fortunate to attend the recent Forrester CXSF show in San Francisco.  As I spoke with customers and analysts, and listened to the...

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