Andy MacMillan

Want To Understand Customers Better? Stop Doing These Four Things

Andy MacMillan -
It’s one of the biggest and oldest problems in business: how to continuously understand what customers want. What are the needs, motivations, and emotions that drive consumer behavior? For companies, that question is as essential – and challenging – as “What is life?” Every...

2021: The Year of the Customer

Andy MacMillan -
The five biggest trends that will drive Customer Experience industry for the year 2021. 1. The rise of the new CEO—Chief Empathy Officer The role of the CEO in its traditional sense is evolving as we know it. The need for empathy has never been…

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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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