Consistently World-Class CX Across Locations Starts With Supporting Your Employees

March 27, 2023 | By: John DiJulius

The highest level of customer experience goes hand in hand with customer retention. Admittedly this might sound like a no-brainer. Yet—despite it costing 5-10x more to gain new customers than to get more business from current ones, and that current customers spend a whopping 67% more, on average—companies often focus more on customer acquisition than… Read Full Article

Building and Developing Great Leaders

March 20, 2023 | By: John DiJulius

“When your company says you want your employees to be leaders,  what that really means is that you want their emotional commitment to your vision.  A leader’s emotional commitment is about taking on the company’s success as a personal crusade.”  – Stan Slap Going from rebel to revolutionary is easier than turning into Blockbuster. When… Read Full Article

How AI Will Impact the Employee Experience

March 13, 2023 | By: John DiJulius

While artificial intelligence (AI) is already improving the customer experience, it will dramatically improve the employee experience over the next decade. Tedious tasks that once took agents hours upon hours to complete—be it boring data entry or replying to repetitive questions—will be relegated to computers. Along with its subfield of machine learning (ML), there are… Read Full Article

The Great Resignation Actually Started Over a Decade Ago

March 07, 2023 | By: John DiJulius

The Great Resignation, also called “The Big Quit”, refers to the higher-than-usual number of employees who voluntarily quit their companies during the COVID-19 pandemic (2020 – 2022). However, data shows that the mass exodus known as the Great Resignation actually started over a decade ago. Research reveals that the rise in quit rates started in… Read Full Article

Who is Most Important, The Shareholder or Stakeholder?

February 27, 2023 | By: John DiJulius

Stakeholder Theory is a more recent theory of business that argues against the separation of economics and ethics. It addresses the question of who is most important, the shareholder or stakeholder, and states that short-term profits gained by prioritizing shareholders should not be the primary objective of a business. Rather than focusing on those holding… Read Full Article