Ray Poynter

Inflation and Customer Experience – Learn from the past, plan for the future

Ray Poynter -
The number one concern for customers, businesses and Governments at the moment is inflation. One of the reasons that it is such a big issue is that most of today’s leaders have never had to deal with inflation, the last outbreak in the developed...

Why is Customer Satisfaction Falling When CX Spending is Booming? 6 Ways to Improve...

Ray Poynter -
Yes, you read that headline correctly. Spending on customer experience systems is increasing but, for the last few years, customer satisfaction has been falling. Dash Research has shown that CX spending has a compound annual growth rate (CAGR) of over 6%. However, data from...

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Contact Center Planning 2023 -- Make 2023 your contact center's best year yet!
Looking for new ways to attract and retain agents? Want to streamline your tech in the year ahead? Plan smarter with the ultimate guide to contact center management and tech trends at your fingertips. Learn how to reduce agent turnover, win talent, and tap into emerging tech trends.

Customer Success: The North Star for CX Leaders
CustomerThink research finds just 25% of Customer Experience (CX) initiatives are "winning" – able to clearly show business value. Explore how Customer Success can be used as a North Star to create value for your customers and improve the return on your CX efforts.

Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies
Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

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