How KeyBank Raised their NPS and CSAT Scores
January 08, 2024 | By: John DiJulius
An increasing NPS score is just one of the reasons Cleveland, OH-based KeyBank earned the distinction of Customer Experience Organization of the year, awarded on Oct. 12, 2023, at the 15th annual Customer Service Revolution Conference. Past winners include Starbucks, Chick-fil-A and NewDay USA. KeyBank Branch & Contact Center Leaders Fixing a Lack of Consistency in… Read Full Article
The Best Customer & Employee Experience Content of 2023
January 02, 2024 | By: John DiJulius
Our Top 10 Blogs from 2023 The Canceling of Hustle Culture…Who is Right? Building and Developing Great Leaders The Correlation Between Happiness at Work and Overall Life Satisfaction This is how Leaders can Improve the Customer Journey How to Train Great Customer Service Skills in the Next Generation How Team Members Can Be Inspired to… Read Full Article
From Boomers to Zoomer
December 08, 2023 | By: Cal DiJulius
NAVIGATING THE GENERATIONAL SHIFT IN THE WORKPLACE Imagine a generation that’s larger than the Baby Boomers, more influential than Millennials, and set to shake things up in a big way. That’s Gen Z for you! Born into a digital world, they are tech-savvy, socially conscious, and fiercely independent. We are not just filling jobs;… Read Full Article
Has Tipflation Reached a Tipping Point
December 04, 2023 | By: John DiJulius
HAS TIPFLATION REACHED A TIPPING POINT Yes, I am jumping on the tipping bandwagon. Everyone is doing it. Not only has the average tipping percentage increased dramatically, but who we tip has expanded. It appears more people and businesses are requesting and expecting a tip these days. It doesn’t matter if you are picking up… Read Full Article
How to Avoid your CX Initiatives from Being Another Flavor of the Month
November 27, 2023 | By: Nicole Paul
You’ve spent months executing a new initiative to help streamline things for your team. Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. The day arrives, the notice goes out to the team,… Read Full Article
