CX Assurance Blog

    Where are You in the Digital Evolution?

    CNN recently aired a series called The 80s. This flashback to life in that decade is worth a look because so much of the technology was just being invented. The mobile phone and the personal computer both came out in that decade. They didn't have the capabilities...

    Finding a Perfect IT Match

    Did you know that the U.S. government has a $79 billion IT budget? This makes it one of the largest consumers of products and services in the world. And, with over 4.2 million federal employees, there’s an enormous demand for the best available technology. As you...

    Is Open Enrollment Making You Anxious?

    An email went out from my company’s HR director recently that said it was time to register with a new employee benefits broker. I immediately had that sinking sensation of dread. Let's just say that I've had some less than pleasant experiences with picking...

    If You Want to Win the Customer Experience Race, Take off Your Blinkers

    Did you watch the Kentucky Derby earlier this month? Millions of people, even if they aren’t horse racing fans, tune in every year for this Triple Crown race. We love the tradition, the pageantry and the big payoff, if we put our money on the right horse.

    Delivering Great CX from Your Side of the Wall

    There’s a wall in your contact center. It’s the wall that separates you from your telephony vendor. It’s not a physical wall, but you can’t see through it. And, to your customers, any problem they have with their call not getting through is YOUR problem,...

    Which Customer Experience Would You Rather Have?

    Earlier this week, my doctor wrote a prescription for me for an antibiotic. Unfortunately, she faxed the prescription to my insurance provider’s mail order pharmacy instead of to my local pharmacy. Because my credit card had already been charged by the time the...

    Best Practices for Designing a Modern IVR

    Are you showing your phone channel and IVR enough love? Maybe you are concentrating more on improving or adding digital channels. This is the “digital age,” right? Or, maybe you are trying to improve agent performance. These are good investments, but most of the...

    Learn, Look, and Listen to Build Great Customer Experiences

    In this Age of the Customer, no matter what kind of business you’re in, your primary business is serving your customers. And yet, according to a global survey conducted by American Express, 95% of companies fail to exceed the expectations of their customers

    Best CX Practices to Drive Customer Loyalty

    Matthew Dixon of the Corporate Executive Board (CEB), and best-selling author of The Effortless Experience, emphasized the importance of effortless customer journeys in his keynote address at IQPC’s recent Call Center Week – Winter. Dixon said, “Any service...