Author: Jenia Espe

It has been a busy year for us and we have been working with clients from all over the country. Here are some highlights from some of the projects of 2018.  Redesigning the roadside assistance experience We partnered with a national member association with 58 million members...

Your business must innovate and change to survive. Leaders rightly look to innovation and creativity as key sources of differentiation and competitive advantage. An all-too-common myth about innovation is that brilliant ideas leap fully formed from the minds of geniuses. The reality is that most...

Mature CX organizations have mastered the art of listening to their customers. They have adopted routines that enable employees at all levels to hear first-hand what their customers have to say, such as weekly listening posts (to hear customer calls) and y-cording with front-line staff. We...