Post-training Certification – Get the Most Out of Your Training Investment

  I’ve been involved in the training world for almost 20 years, focusing on both development and facilitation. During these many years, I’ve seen companies fully committed to ensuring their employees receive the necessary training to help them become more knowledgeable on policies, processes, products and service offerings. And, as our economy continues to strengthen, […]

CX Act – In Good Company at CXPA 2015

  It was great for CX Act to be at the CXPA Insight Exchange conference in San Diego last week (San Diego…May? No-brainer!). It’s always a pleasure to rub shoulders and share ideas and learnings with CX practitioners, those who are down in the trenches implementing CX tools and strategies on a daily-basis. That’s why […]

Are you even listening to me?

  It all started with a move to a new house and a pesky overheated microwave… Right after moving in, the microwave just gave out. I wasn’t sure if the oven was covered under warranty. I also wasn’t sure if it made sense to have it repaired or just purchase a new oven. So, I […]

Missed Our Webinar on Omni-Channel? It’s Right Here…

  CX Act recently hosted an informative and timely webinar, Optimizing the Omni-Channel Customer Care Experience ”, which reviewed the major elements of omni-channel in today’s customer care paradigm. Our webinar also offered insights into the data findings from our recent “Omni-Channel Customer Care Study”, and provided some prescriptive measures to better focus customer care […]

CX Act Partners With SOCAP on Industry Framework

  Recently, I, along with Carla Barker from CX Act, was privileged to be a presenter at SOCAP’s Spring Symposium in Las Vegas.  This was a gathering of over 300 customer care and engagement professionals from North America’s leading brands. The symposium was centered on the newly launched SOCAP Customer Engagement Framework with tracks in […]

On The Road

Optimizing IVR & Speech Recognition in the Age of Smartphones
September 22-23, 2015
Las Vegas, NV

2015 SOCAP Annual Conference
October 18-21, 2015
Hollywood, FL