Customer Management Practice

The present and future of Customer Experience lives here.
Host, @custcontactweek + @cmpinnovation

[Customer Management Practice @CMPUpdates]

As South Korean culture gains global attention, so do conversations around workplace gender inequality. @allyjung joined @CCWomenStrong's Shiwon Oh to discuss feminist activism, equity, and her book Flowers of Fire here: https://t.co/mVoiHTLk2Z

[Customer Management Practice @CMPUpdates]

The #CMPResearch Channel Optimizer (Self-Service or Live Support) tool helps organizations identify the ideal mix of live and self-service support channels. For this tool and more, download the Diagnostic Tools for Customer Contact & CX here: https://t.co/GAUQTPv7cs

[Customer Management Practice @CMPUpdates]

Leadership at @HomeDepot says its decision to separate merchandising and in-store customer service teams is already improving the customer experience. Read more in this article from @cxdive to see why: https://t.co/15IQX0GgTA

[Customer Management Practice @CMPUpdates]

SVP and Director of Customer Experience at First National Bank Texas, Jessica Lovell, explains how she has inspired audiences with her candor, resilience, and commitment to uplifting her community in this article from @CCWomenStrong. Read more here: https://t.co/ZRHHNXsxsS

[Customer Management Practice @CMPUpdates]

We are just one month from @CustContactWeek, the world's biggest customer contact event of the year.

Learn more about the speakers coming to #CCWVegas this June here: https://t.co/UTXZYBgNnh

[Customer Management Practice @CMPUpdates]

While gender pay gap progress has not always been linear, leaders like Adeola Ajani continue working to shift the narrative through empowerment and education. Learn more about her and her mission in this @CCWomenStrong article by Shiwon Oh here: https://t.co/cPSTH72CeY

[Customer Management Practice @CMPUpdates]

The Agent Staffing Calculator from #CMPResearch helps customer contact executives determine the right frontline staffing levels across phone, email, and chat channels. For this tool and more, download the Diagnostic Tools for Customer Contact & CX here: https://t.co/GAUQTPv7cs

[Customer Management Practice @CMPUpdates]

A Houston family lost their luggage after a Spirit Airlines flight, but recovery efforts stalled after the airline ended operations and its customer support. Read more about it in this article from @Daily_Express U.S.: https://t.co/2Zm884kSOF

[Customer Management Practice @CMPUpdates]

From apple orchards to coastal Japan, Jaime Rinaldi has built a career defined by curiosity. In this conversation with @CCWomenStrong's Shiwon Oh, Rinaldi reflects on how meaningful connections shape the Exchange experience. Click here to read more: https://t.co/Bbuzr3IQ1g

[Customer Management Practice @CMPUpdates]

If you are a #CMPResearch client, use our Self-Service Deflection Cost Savings Tool to run multiple scenarios and determine cost savings. If you aren't a client, become one here: https://t.co/51hRDq9FhC

For this tool and more, click here: https://t.co/UxQx3qCjBk

[Customer Management Practice @CMPUpdates]

Have you checked out the CCW Retail Executive Exchange coming this July 15-17 in Denver?

To learn more or request an invite, click here: https://t.co/XBwL0UKU8D

[Customer Management Practice @CMPUpdates]

Mario Matulich, President of Customer Management Practice, and other industry experts share their thoughts on "no-reply" emails and impersonal touchpoints in this article by Christopher Elliott from @seattletimes. Click here to read more: https://t.co/d68r7zB5rz

[Customer Management Practice @CMPUpdates]

In response to the 2020 global pandemic, emerging leaders like Mary Zhu stepped up, combining vision, resourcefulness, and leadership to navigate uncertainty. Click here to read the full blog from @CCWomenStrong and Shiwon Oh: https://t.co/qv6eR1r8jg

[Customer Management Practice @CMPUpdates]

Las Vegas is seeing a surge in corporate meetings. At Customer Management Practice, we’re proud to bring leaders together at events like #CCWVegas this June to fuel the future of #CX.

Read more in this article from @reviewjournal here: https://t.co/DjtbeenlHJ

[Customer Management Practice @CMPUpdates]

The Predictive Employee Attrition Model for Customer Contact Functions from #CMPResearch forecasts attrition 6–12 months in advance and highlights what is most at risk. For this tool and more, download the Diagnostic Tools for Customer Contact & CX here: https://t.co/UxQx3qCjBk

[Customer Management Practice @CMPUpdates]

In this @CCWomenStrong interview with Shiwon Oh, Laura Hancock reflects on how she shows up as a leader and works to drive change every day. Read the full piece here: https://t.co/vZEgxarlRZ

[Customer Management Practice @CMPUpdates]

#CMPResearch’s competency models, which power CMP Certified, provide a structured framework to identify the skills, behaviors, and capabilities that drive success. Explore your eligibility and see how CMP Certified can help you here: https://t.co/sIJw54trtp

[Customer Management Practice @CMPUpdates]

In this article from @USATODAY, President of the Customer Management Practice, Mario Matulich, offers his take on why overly complicated rewards programs are leading customers to feel airlines are no longer delivering on their promises.

Read more here: https://t.co/BPdKr5wAvr

[Customer Management Practice @CMPUpdates]

From prioritizing inclusion in tech-driven environments to empowering employees across generations, check out this article from Shiwon Oh to see the top insights from the @CCWomenStrong Leadership Forum in Austin: https://t.co/D3EfhC2SFU

[Customer Management Practice @CMPUpdates]

In this article from @CCWomenStrong's Shiwon Oh, she sits down with Tiffany Yu to explore her lived experiences as she works to educate, empower, and drive meaningful change for those often overlooked.

Click here to read the full article: https://t.co/APpnF97zS7