


Bill Price is a longtime friend and industry colleague in the customer service space. Bill was Amazon’s first global vice...
Read More Forecasting the Contact Center WorkloadEverything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be. Workload is what...
Read More Will the Fundamentals Change?The technologies powering today’s always-on world, along with fast-evolving customer expectations, are dramatically changing the nature of how products and...
Read MoreAAA • American Express • Apple • AT&T • Blue Cross Blue Shield • CBR • Consumer Electronics Association (CEA) • Cisco Systems • Coca Cola • Commonwealth of Australia (Australia) • Daimler Chrysler Dell • Department of Defense (U.S.) • Duke Power • Federal Trade Commission • Ford • HP (U.S., Netherlands, etc.) • Humana • IKEA (Norway) • Intuit • Mead Johnson Nutritionals • Met Life • Microsoft • SEE MORE >
The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way.