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Thought Leadership Articles

5 Lessons Learned While Attempting to Boost Contact Center Productivity

I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in...

Four Outcomes Your Buyer-Driven Experiences Must Deliver

I started this year with a post about 5 Elements to incorporate into a B2B buyer-driven experience (BDX). During the year, I've talked about...

How to Navigate the 5 Stages of Organizational Maturity in Digital Transformation

In contemplating digital transformation program investments, executives ask two things: What is the current state costing us, and does it make economic sense to...

Reinventing Real-World Communities Using Customer Experience Principles

Oftentimes, we talk about Customer Experience in the context of buying things and services. In reality, customer experience can be expanded to community experience....

Think Tank Discussions

Hire a Chief Problem Solver to Create Value all round

Do executives and CEOs truly understand the problems customers are facing? Do they have a problem solver whose first job is to look for and identify problems and then solve them within the company and outside, to internal and external people and entities? What should they be doing?

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