Customer Service Strategy
Welcome to the Executive Customer Contact Exchange Resource Library! On this page you'll find some of our top featured content, or click on the category links below to find more free resources and industry insights.
Building A Culture That Puts Customers Needs Over Short Term Business Goals
A Structured & Automated Approach To Building A High Performance Contact Center Organization
Gregory Knight, SVP & Chief Customer Officer, CenterPoint Energy, shares his experiences from a board perspective, giving a fantastic insight into what should be prioritized in order to gain executive buy-in for customer contact initiatives
Linking The Contact Strategy To Bottom Line Business Results
Linking ROI to customer initiatives is critical for any board to see before they invest in contact strategies. Lynn Holmgren, Former CXO, Millicom International Services, demonstrates this by highlighting a clear example from Millicom’s customer strategies that show this link clearly.
Exclusive Forrester Research Q&A: How To Move From Personalization To Individualization
Grab a copy of this exclusive excerpt shared by Forrester Research from their December report, “Personalization And The Rise Of Individualized Experiences”.