Customer Bliss

JULY 3, 2018

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

Government 48

Government Customer Experience Management Customer Experience Start-ups 48

Comm100

FEBRUARY 12, 2021

We understand just how difficult customer service and support can be. Customer enquiries soared as panicked customers bombarded teams with questions, many of which had never even been asked before. Versiti , Customer Service Chat Team. And 2020 only made it harder. This is why we launched The Chatties.

Social Media 52

Social Media Customer Service Retail Innovation 52

Fonolo

FEBRUARY 14, 2019

Agents are required to deal with challenging, frustrated customers, with the knowledge that the calls (and their performance) are being monitored and timed. News Careers report found that customer service representatives suffer from below-average job flexibility. On top of this, a U.S.

Contact Center 80

Contact Center Artificial Intelligence Social Media Touchpoint 80

Customer Bliss

APRIL 20, 2018

In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , a law firm in Baltimore Maryland. They needed some help defining the client/customer experience journey.

Legal 59

Legal CX Start-ups Customer Acquisition 59