Customer Service Strategy

Building A Culture That Puts Customers Needs Over Short Term Business Goals

In this presentation Gayle Lanier, SVP & Chief Customer Officer, Duke Energy talks about the practicalities of delivering an excellent contact strategy in an industry where It’s so critically important. 

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

Exclusive Forrester Research Q&A: How To Move From Personalization To Individualization

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”.