The false economy of customer retention
Executives

The false economy of Customer Retention

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?

Power of contact centre operations managers
CX Leadership

Why Operations Managers need to step it up

The Hidden Power of Operations Managers Last year I wrote about the need for CX leaders to be creative in their strategy in order to stay ahead of the competition. As emerging CX players like Warby Parker in the US