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Jul 19, 2018

To thrive in today’s era of customer centricity, organizations must answer two questions:

  • What are customers demanding?
  • How do we actually meet those demands?

Lori Jarchow of Ecolab and Andrea Pohlman of Aeritae explore those questions in the latest edition of the CCW Podcast series.  After discussing the new,...


Jul 12, 2018

If you want to know how your contact center is currently performing, look at your metrics and scorecards. If you want to truly understand how customers feel about your brand – and how to fix any problems – you need to dig deeper. You need a robust, ever-evolving analytics program.

SiriusXM is fervently committed...


Jul 5, 2018

From RBS, Nick Muir joins us and shares that it’s not the data that matters, it’s how you use it. He notes that the organization must find customer data wherever it is in the enterprise as there’s no point in having the data if you can’t use it to understand and interact with your customers better. He notes that...


Jun 28, 2018

Lufthansa Director of Customer Services Product Development Martin Sassenfeld join us and shares that "There was a big battle between sales and service and who can do the first-use cases, IT, business, etc.” He continues that customer service won the internal battle. 
"We won the chance to build our first-use case...


Jun 21, 2018

The CEO of HomeServe Membership, Greg Reed joins us and shares that the key to his business is an engaged staff. He’s happy to hear when his organization goes above and beyond and does "a little more than they’re supposed to do.” Greg explains that such behavior showcases that the employee cares about the customer...