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Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Monthly Archives: September 2013

September 30, 2013

Staying in the Know

How do you keep up?  According to a recent IDC report, the digital universe will grow by a factor of 300 from 2005 to 2020, from 130 exabytes to 40,000 exabytes (John Gantz and David...

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September 27, 2013

Pressure Test Your Service Operation

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September 25, 2013

Utilities Harness Social Media for Customer Service

“The way utilities view social media is radically changing,” says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in...

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September 23, 2013

Today's Connected Consumers

Cisco recently produced a study based on a survey of Gen-Y-ers (respondents included were college students and workers ages 18-30 years old). Some of the...

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September 20, 2013

Our Customers are Driving Innovation

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September 18, 2013

Creating an Engaging Culture

Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees...

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September 6, 2013

Return on Customer Relationships

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