Dr. Francis Goh has been an innovator and technical expert a strategist, board member, leadership mentor and sought after ...

Market volatility doesn't have to mean customer relationship chaos. It's precisely during these uncertain times exceptional ...

Forrester research reinforces this: Its 2025 Customer Experience Index found that North American consumers’ perception of customer experience quality has declined for a fourth consecutive year, ...

Traditional leadership models are breaking under the pace of change; LEAD and CORE offer a framework for resilient, adaptive ...

ROI by using call center QA and psychometrics to tie training-driven behavior change to measurable business outcomes, like ...

Startek leverages c automation and analytics to transform CX and EX across 13 countries for Fortune 500s, driving scalable ...

Glance, a leader in human-guided customer experience (CX) solutions, today announced it will join financial services executives at the 12th annual CX BFSI USA Exchange East, October 14–15, 2025, in ...

The CX discipline is growing up — shifting from adolescence to college years, where clarity, accountability and measurable ...

As times change and societal shifts occur, customer expectations evolve. Innovations like e-commerce and online reviews give consumers more power, and tech advances help businesses provide higher ...

As retailers adopt AI in customer service, the challenge goes beyond efficiency—it’s about trust. Customers expect fast, frictionless support, but also transparency, fairness, and fraud protection. In ...

Investing in agent well-being, engagement, and coaching (backed by call center QA) directly translates into higher CSAT/NPS, ...