Breaking Free from “The Box” in Customer Service

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5 Stakeholder Types CX Can’t Afford to Ignore — Dave Seaton

Whether you’re creating a customer journey map or leading a customer experience transformation, you can’t do it alone. You need other people to buy-in and take action on your CX initiatives to achieve your CX vision.

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Stop Playing Whac-a-Mole with CX Pain Points — Dave Seaton

With limited resources, you’re forced to direct your activities toward changes that produce the biggest business outcomes. But without a view of the customer journey, you risk wasting those limited resources on the wrong opportunities.

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The Metrics Obsession that’s Killing the Customer Experience – Dave Seaton

We’re obsessed with metrics. We fixate on the results, creating scorecards and setting improvement targets. But is the customer experience getting any better?

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