Customer Experience

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How does a Warm Customer Experience Deliver Millions

Do you love watching those movies where the main character is faced with overwhelming odds to ultimately taste victory in the end? Debbi Fields’ story follows this same script. And the customer experience plays a key role. Humble beginnings, four older sisters, a woman wanting to become an entrepreneur, being told to give it up, and ultimately building one of [...]

Kiran Sharma interview at Contact Center Demo

Have you ever watched an ant carry their food? It's amazing to see how much they can carry, when they themselves are so small. Have you ever heard the saying that great things come in small packages? This small but mighty and great things being in small packages is why I love exploring the pedestal booth section at the the Contact [...]

Chris McLean interview at Contact Center Demo

What do you think if a rocket flies past your head at the Contact Center Demo and Conference? You should realize that you are near the Fonolo booth. As a parent, it's my duty to bring home something for the kids and Fonolo sling shot rockets are always a favorite. One even flew past me when I interviewed Chris McLean; [...]

Gadi Shamia interview at Contact Center Demo

Do you plan out your objectives before you go to an industry conference? Or are you one of those people that figures it out when you get there? I highly recommend the pre-planning. Gladly, I planned to try to meet with Gadi Shamia of Talkdesk at the Contact Center Demo and Conference (CCDemo). I actually made an extra effort to meet him after his [...]

Sarah Reed interview at Contact Center Demo

After many social media interactions, I finally had a chance for a face-to-face interaction with Sarah Reed of Relate by Zendesk at the Contact Center Demo and Conference (CCDemo). I appreciate that Sarah was as welcoming as the Relate booth. I have to say, the designers of their booth space really captured the brand essence of Relate. It was so inviting to me [...]

Troy Parish interview at Contact Center Demo

I found the new and renewed in my interview with Troy Parish of Serenova. The Contact Center Demo and Conference (CCDemo) was the first event for the new corporate identity for Serenova. Formerly, LiveOps Cloud, the new brand is said to represent the company’s contact center heritage while also signaling the market’s evolution towards simpler, brighter customer experiences that drive revenue, [...]

Juliah Ma interview at Contact Center Demo

I had fun with my interview with Juliah Ma of Convoso. At the Contact Center Demo and Conference (CCDemo) you never know what to expect. As the host of the Fast Leader Show Podcast, I get to discuss employee engagement with a lot of different people. The Fast Leader Legion is well aware of the importance of employee experience in customer experience. But [...]

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Jim Cubby interview at Contact Center Demo

Jim Cubby of Enghouse Interactive shared a few moments with me at the Contact Center Demo and Conference (CCDemo). As the host of the Fast Leader Show Podcast, I have the blessing of introducing the Fast Leader Legion to people I feel have stories and to insights worth sharing on how to improve the employee and customer experience. Watch Jim [...]

99 Employee Engagement Statistics

Sometimes you just need to show people statistical proof of why employee engagement is so important to your business. Even though you may be totally convinced in knowing that engaged employees create engaged customers, the folks that make the financial resource decision may need independent proof. It is for this reason we created the 99 Employee Engagement Statistics ebook. The [...]

Emotional Intelligence Customer Experience Design

The Emotional Intelligence Customer Experience Design™ (EQCX) framework is used to unlock and sustain the emotional power in organizations. The primary driver in customer engagement and loyalty is emotion. Through leveraging this framework emotion can become a differentiating asset. The use of Emotional Intelligence (EQ) in Customer Experience (CX) Design has been leveraged exclusively by all of the brands featured [...]