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Business Trends – CX

Stay updated with the latest articles and discussion topics about business trends that are set to impact SMB’s and enterprises.

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  • Business Trends - CX
  • Contact Centre

The Phone Is Not Dead

In the late 1890s, a newspaper mistakenly printed an obituary for the very alive, very healthy Mark Twain. When word of his death reached Twain himself, he responded to a … Read more “The Phone Is Not Dead”

Carlos Hidalgo
Carlos Hidalgo Author
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  • Business Trends - CX

Building a Human Connection in CX

This past weekend my wife and I drove to Nashville, TN to see our daughter. Even with the restrictions that are in place with social distancing, we had a great … Read more “Building a Human Connection in CX”

Carlos Hidalgo
Carlos Hidalgo Author
Frustrated small business owner looking frustrated while working on laptop in shop contacting customer service
  • Business Trends - CX

Regaining Your CX Edge

It is hard to argue that 2020 was the most disruptive year to business that any of us have ever known. It was a year when many business plans were … Read more “Regaining Your CX Edge”

Carlos Hidalgo
Carlos Hidalgo Author
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  • Business Trends - CX

An Employee’s Brand Understanding is Foundational for CX

I was chatting with a friend this past week who was telling me about the brand fatigue he has experienced. “I simply went to the grocery store to buy a … Read more “An Employee’s Brand Understanding is Foundational for CX”

Carlos Hidalgo
Carlos Hidalgo Author
woman working as a call centre agent from home
  • Business Trends - CX

Customer Experience Begins with Employee Experience

Enabling the customer experience A recent Customer Experience study by Accenture showed that only 20% of companies are succeeding in delivering good customer experience (CX). This low number exists despite … Read more “Customer Experience Begins with Employee Experience”

Carlos Hidalgo
Carlos Hidalgo Author
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  • Business Trends - CX
  • Contact Centre

How AI Can Improve CX in the Contact Centre

If you have been a frequent reader of this blog and in particular my posts (don’t worry I won’t hold it against you if you haven’t), you have come to … Read more “How AI Can Improve CX in the Contact Centre”

Carlos Hidalgo
Carlos Hidalgo Author
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  • Business Trends - CX
  • International Women's Day

The Pandemic Is Making It Easier for the “First” Woman

In this series, Leah Westfall explores how women are thriving while working from home. This chapter delves deep into how remote work has eased workplace discrimination.  When Shonda Rhimes broke … Read more “The Pandemic Is Making It Easier for the “First” Woman”

Leah Westfall
Leah Westfall Author
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  • Business Trends - CX
  • International Women's Day

Working from home is exposing women’s strengths

In this series, Leah Westfall explores how women are thriving while working from home. This chapter looks at why empathy is so crucial to successful remote leadership.  On a Friday … Read more “Working from home is exposing women’s strengths”

Leah Westfall
Leah Westfall Author
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  • Business Trends - CX
  • International Women's Day

Your physique is no good here: How WFH is leveling the (physical) playing field for women in the workplace

In this series, Leah Westfall explores how women are thriving while working from home. This chapter looks at how our at-home environments are removing physical biases for women.  For decades, … Read more “Your physique is no good here: How WFH is leveling the (physical) playing field for women in the workplace”

Leah Westfall
Leah Westfall Author
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