Author: Neal Dlin - Founder and Chief Human Experience Officer If there is a silver lining to the pandemic, it's that there is a great...

Contact centres are most often the largest department in their organization and typically have the highest turnover to boot. In fact, in...

Or more precisely, 4 inconvenient truths. It was a dark and grey morning, in every way really. The company I was working for at the time...

Originally published as "Why Customer Experience is Everyone's Job" in the January 2019 issue of Direct Marketing Magazine. Have you ever...