Frontier Communications emerged from bankruptcy in 2021. That bankrupcy was the result of a broken customer experience sitting on terribly broken and outdated systems. It's new CEO launched four prior

Angelina and Martin are joined by returning guests Maxie SchmidtandDipanjan Chatterjee to explore the fascinating psychology and data behind consumer purchasing decisions. Drawing from their latest

Originally episode 147, this recording kicked off a theme we've continued to cover: employee CX. Show Notes: Originally episode 147, this recording kicked off a theme we've continued to cover: employe

This week, Principal Analyst Max Ball joins to explain the history and current state of AI in the contact center. Max highlights the immediate improvements brought on by AI and outlines areas where AI

High-Tech firms operate in fiercely competitive and price-sensitive industries, making CX a potentially transformative differentiator if implemented effectively. Principal Analyst Su Doyle joins us

All those reasons why customer obsession is too hard dont matter. Customer experience wins business.VP, Principal Analyst Shar VanBoskirk explains how customer obsession is not just a goal, but a co

Does a CX teams position in the organization affect its influence? Principal Analyst Judy Weader shares insights from recent survey data and qualitative research, revealing that there isn't a one-siz

You dont just manage, you lead. Managing the details of CX execution, measurement, strategy is crucial, but for you to truly succeed, you must lead your people to become customer-obsessed, empowe

CX transformation requires leaders to determine the specific employee behaviors that drive customer loyalty and shape the conditions that enable them to activate the entire workforce to demonstrate cu

Employee feedback is part of a virtuous cycle of improving customer experience (CX) through employee empowerment and enablement that builds customer trust. But if youre not building your CX strategy