Mark Leonard
Mark Leonard
Mark has more than 25 years of experience operating and selling large contact center solutions. Mark has proven success in building, inspiring and motivating teams. These teams have been responsible for delivering exceptional outcomes and exceptional experiences to customers. To make this happen requires an enterprise wide adoption of processes and metrics focused on the health of the customer along their journey. Prior to joining Cogito, Mark held leadership and growth positions with Interactions, Enservio, Innovation Group, Digitas and Bertelsmann.
The Evolution of Omnichannel Customer Service
Tailoring your customer service approach based on customer preferences is not a new concept. Brands have long realized the value of meeting individuals where...
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...
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...