Mark Leonard

How to Take Control of the Service Experience

Customer service interactions can make or break an individual’s perception of a company and willingness to return. It remains critical for leaders to understand how less than satisfactory experiences impact customers, their loyalty and their likelihood to come back. In fact, a recent survey...

The Data Behind Improving Employee Experiences for Customer-Facing Organizations

Whether or not hybrid work is deemed successful varies greatly today. Many industries have found the right technology, solutions and processes that allow their organizations to thrive in an entirely new way of working. However, some professions traditionally operate better in-person, like the call...

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