Every Event an Opportunity

Leave No Customer Behind: Be There and Be Great by Leveraging Data Analytics and Insights

Leave No Customer Behind: Be There and Be Great by Leveraging Data Analytics and Insights

There is no question that big brands, enterprises, small and medium businesses, government agencies and other organizations now understand the value of cultivating long-term, loyal relationships.
There is also no question that this and future generations have come to expect fast, friendly, accurate service with happy endings, on their terms, on their timetable, and on the channels of their choice.

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Security, Identity, Efficiency, and Quality Control Will Scale Successful W@H CX Platforms

Security, Identity, Efficiency, and Quality Control Will Scale Successful W@H CX Platforms

It has been a challenging four months in the contact center and CX industry, with news coming out every day on the successes and failures to control the spread of the COVID-19 virus. Businesses, from small and medium to the largest enterprises in the world have had to scramble to keep up with new government mandates, financial instability, uncertainty in every realm of life, and recovering after having to put in place plans that go beyond traditional Business Continuity Planning.

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Passing the Test: Cloud Agility, Cultural Resilience in the Age of COVID-19 Contact Center Shifts

Passing the Test: Cloud Agility, Cultural Resilience in the Age of COVID-19 Contact Center Shifts

Operating contact centers and developing CX innovations has never been easy. I’ve been in this industry for three decades , have been CEO of three CX related businesses, founded, built and sold a virtual contact center business, have run large portions of two of the world’s largest and most successful contact center BPOs in the world (TTEC and Sitel), and today am leading the Strategy and Consulting group at Eventus.

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Will Identity Verification Automation Change Contact Center and CX Dynamics For Good?

Will Identity Verification Automation Change Contact Center and CX Dynamics For Good?

There is a perfect storm brewing during this time of COVID-19 as the contact center and CX industries have been forced to pivot to Work From Home models, converting hundreds of thousands of agents around the world to remote employees, even as engagement volumes are skyrocketing, and cyber attacks designed to steal private information are pervasive.

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