Blog

SeaWorld Entertainment, Inc. is a leading theme park and entertainment company providing experiences that matter, and inspiring guests to protect animals and the wild wonders of our world. The company is one of the world's foremost zoological organizations and a global leader in animal welfare, training, husbandry and veterinary care. The company collectively cares for what it...

A Clear, Comprehensive Approach to Customer Journeys Delivers Your CX Program to Glory

In April, the Professional Association for Customer Engagement (PACE) held its National Convention in Orlando, Florida. The event was full of great content, networking opportunities, and some fun thrown in. We heard an inspiring keynote delivered by the owner of Rosen Hotels & Resorts. Harris Rosen presented a message of how to be more compassionate in creating...

It’s no secret that modern businesses run on tight budgets, and funding for training and staff development can be scarce. When companies demand constant justification for every development dollar spent, managers struggle with the decision of where to direct their resources. Which employees will gain the most from added support and coaching, and how can you identify them?

Ben Knieff of AITE Group shares his view on how Real-Time Authentication can help contact centers get the most from their call recordings.

A client recently asked us, "Why is it that every time I purchase a piece of software, I never come close to realizing the ROI was promised?" Your company may too be making significant investments in new contact center infrastructure: CRM systems, workforce optimization or other solutions designed to help you deliver a great customer experience. You’ve talked...

NICE Customer Journey Solutions Ensure CX Programs Reach Their Destination. When I was young, I was fascinated with roadmaps. Loved studying them, memorizing them, comparing the different types—you name it. Sometimes I’d even create fictional towns and cities, just so I could map them from scratch.