Chuck Koskovich

Shifting the KPI scorecard: the importance of customer-centricity

The practice of measuring success spans all industries and lines of work. Outlining the metrics of success, or key performance indicators (KPIs), is how most organizations determine whether or not they are on the right track to meet their goals. KPIs can be extremely helpful;...

Digital enablement for employee enablement: How it will drive the future of CX

This past year sparked once unimaginable changes for all industries as they adapted to new modes of operations amidst the global pandemic. For a digital customer experience (CX) provider like TELUS International, which typically has many of its employees in brick-and-mortar facilities, it meant...

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