Mark Leonard
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 they are—whether in brick-and-mortar stores, app-based or online platforms, or over the phone. But understanding where to prioritize and how...
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...