customer experience

A great example of how focusing on customer service and experience is the differentiator for companies and their customers.

A recap of the April 2025 Innovation Lab, where we continued to explore AI in customer and employee experiences.

Consortium members met at Cisco outside Dallas for an exploratory meeting around building a global support strategy. We originally thought we were looking to create a consistent customer support experience…

As many Consortium members move their products to cloud-based offerings, the question comes up: what’s different about supporting cloud based products from supporting on-premise products?  Let’s take a look at…

Three minute video summary: Consortium members met recently in Phoenix to explore “Predictive Customer Engagement,” or “Necessary Knowledge:” a topic suggested at the Leadership Committee Meeting in December 2013.  How…

Two minute video summary: The 2014 Annual Member Summit took place March 17-19 at the Rancho Bernardo Inn in San Diego, California. Greg Oxton kicked off the meeting with an…

Consortium members met in Tampa in January to explore and iterate on the models that make up the Customer Success Initiative. Three minute video summary Our working definition of Service…

We’re thrilled to publish a new case study by MelissaLynne Burch and the team at Avaya! This follows up nicely on their case study from last year: When Everyone Can…

A DeepDive Discussion with Jennifer MacIntosh, OKAS Consulting, on 16 August 2012 What is a Customer Experience Journey Map? A customer experience journey map is a document that visually represents…