Customer Management Practice’s Post

Even with all the progress we've made thus far, the gender equity gap continues to seep into every industry from business to healthcare. Anastasia Grenfell, Co-founder and CEO of VICTRESS MVMT, Katie Lewis, Attorney and Owner of Katie L. Lewis, P.C. Family Law, and Traci Shirachi, CEO of Aplomb Security Group spoke with CCWomen to weigh in on how to continue pushing the needle closer to a fairer and more equitable future for women in the workplace. Read Shiwon O.'s complete write-up here: https://lnkd.in/eXQ2GmYE #CCWomen #GenderEquity #WomeninCX #WomenLeadership

The technology marketplace is noisy. How do you cut through it? In this webinar with #CMPResearch, learn more about peer decision criteria for technology investments that will empower self-directing customers and employees alike. #CustomerContact #CustomerManagementPractice #TechnologyPartnerships #SelfService

CMP has been officially recognized as part of Selling Power's "60 Best Companies to Sell For!" This distinction highlights our relentless dedication to innovation, community, and customer engagement. A massive shoutout to our team, who has made this achievement possible! Thanks to all for your continued hard work and commitment. https://lnkd.in/d9nEjmcZ #CMP #CustomerContact #CustomerExperience #SellingPower #Sales

How are current self-checkout trends affecting consumers’ desire for a frictionless experience? In a world where AI is on the rise and customer experience is becoming increasingly automated, the line between a frictionless journey and one devoid of any human connection is blurring by the day. Consumers are forced to weigh their desire for a memorable and frictionless journey with the lack of personal contact. Mario Matulich, President of CMP, shares his insights on the current trend of self-checkout machines replacing cashiers in businesses across the country, and how we must find a way to marry the efficiency of AI with the beauty of human intuition, rather than choose between the two. Mario states, “It's vital to dispel the notion that eliminating AI from the customer service equation is the answer. It's not an 'either-or' scenario; it's about finding equilibrium. A symbiotic relationship between artificial intelligence and the human touch is necessary. After all, customer service is not just about solving problems; it's about connecting with people, and that's where human intuition shines. In pursuing an optimal customer experience, it's crucial to strike a delicate balance between leveraging cutting-edge AI solutions and preserving the human touch. Completely wiping away AI from customer service is akin to discarding a valuable tool from your toolkit. The key lies in harmonizing the strengths of technology with the irreplaceable empathy and understanding that human agents bring to the table." #AI #SelfService #CustomerExperience #CustomerContact #HumanConnection #theCMPway

This time last month, thousands of #CustomerContact professionals from around the globe made their way to Las Vegas for the 26th annual Customer Contact Week. Douglas Pilarski and NewsBreak recap the top-tier keynote speakers, insights, and opportunities found in Caesars Forum at this year's #CCWVegas here: https://lnkd.in/gDPhqbVQ #CustomerContactWeek #CX #CustomerExperience #LasVegas #CXevent

"Despite the advancements in AI, the essence of customer experience hinges on genuine human connection." Sandra Radlovacki Vukanovic and CX Scoop cover insights from the latest Annual Consumer Preferences Survey from CCW Digital as it becomes increasingly evident that customer experiences are actually regressing in the age of AI in the #ContactCenter. Check out the full article here: https://lnkd.in/gkPvttPV #CXTrends #CustomerManagementPractice #ConsumerInsights #Survey #CCWDigital Brian Cantor

“The goal of the CCW Excellence Awards is to fuel inspiration for the customer contact profession by putting a spotlight on top practices, superior thinking, creativity and execution across the full spectrum of contact center functions." CMP President Mario Matulich, CMP Research Co-Founder Nicole Kyle, and CCWomen Founder and Principal Sandy Ko Fonseca weigh in on the importance of the #CCWExcellenceAwards as CMSWire recaps the full list of winners here: https://lnkd.in/gmG4wrvX #CCWVegas #CustomerContactWeek #Awards #CCWExcellenceAwards

Nicole Kyle, Co-Founder of CMP Research, offers profound insights into the evolving landscape of work practices, particularly the complex issue of post-COVID work relocation mandates. While the pandemic has fundamentally shifted how and where work gets done, Nicole emphasizes the importance of adopting flexible and employee-centric approaches to relocation policies. "In the wake of post-COVID-19, businesses are rethinking traditional workspaces and locations. Relocation mandates must consider employees' preferences and well-being to foster a productive and engaged workforce," Nicole asserts. She highlights that the key to successful relocation strategies lies in balancing organizational goals with the diverse needs of employees. "Organizations that listen to their employees and integrate flexibility into their relocation policies will not only retain top talent but also drive innovation and collaboration." Nicole claims, “This question of office “culture” comes up all the time, and my first reply is: How are you defining culture? What specifically do you mean? If in your question you mean emotional connection, it really comes down to leaders and managers getting to know their people - spending short 1-1 catch-ups, not even talking about day-to-day work; recognizing them digitally using all the tools at our disposal and keeping the conversation alive there; and consistently showing direct reports how they contribute to the bigger picture. Silos, especially for individual contributors, are exacerbated when everyone is working from home if that leader does not take advantage of digital tools effectively and does not deliberately echo to the team how their individual work contributes to the team or functional goals.” Nicole advocates for a holistic approach to work relocation, one that prioritizes transparency, communication, and support for employees. "Effective relocation mandates should be rooted in empathy and adaptability, ensuring that employees feel valued and supported throughout the transition." By championing these forward-thinking practices, Nicole is a leader in redefining work norms, emphasizing that organizations that embrace these changes will thrive in the post-pandemic world. #CMPResearch #theCMPway #FutureofWork #Relocation #EmployeeExperience

“It’s about using the right tools in the right place for the right part of the workflow.” When it comes to generative #AI, organizational rollouts need both careful planning and supreme patience. CX Dive's Bryan Wassel recaps #CX leaderships' and technology executives' #CCWVegas conversations surrounding the adoption of these new platforms and programs and how they can tap into AI’s potential without creating a bloated tech stack. Read the full article here: https://lnkd.in/ghAMRF_H Lori Bradshaw Enda Murphy #CustomerContactWeek #CustomerContact #CallCenter #GenAI