Customer Experience Resources


Explore our available resources in the customer experience space to learn about industry trends affecting your function today.



August 25, 2016

June 2016 Global Customer Experience Report

A positive customer experience requires seamless integration across multiple contact channels. Today’s customers expect to receive instant responses from their favorite brands, with quick and favorable […]
December 9, 2015

December 2015 Contact Center Report

As 2015 draws to a close, contact center operations are more critical to the success of an organization’s customer experience than ever before. Tech-savvy customers expect interactions with […]
November 11, 2015

November 2015 Customer Experience Report

The increase of multichannel marketing in customer care has made the role of the Chief Customer Experience Officer more complex than ever before. Chief CX Officers […]


February 19, 2016

Data In The Contact Center

Today, effective data use can separate the preeminent contact centers from the rest of the pack. As you work to leverage your center’s data, consider some […]
February 12, 2016

Building a Strong Contact Center Team

A strong team is essential to helping contact center leaders handle challenges and maximize opportunities. Below are several strategies to help you develop a team that […]
February 5, 2016

Strategies to Enhance Customer Loyalty

A contact center’s customer can serve as the center’s biggest advocate or biggest critic. If one customer publicizes a negative experience, the fallout could result in […]


December 9, 2015

Smart Customer Service: Holiday Strategies for Contact Centers

Originally Published in Smart Customer Service | December 9, 2015 | By Audrey Ford As we enter the holiday season, many businesses are preparing for what […]
March 6, 2015

Baker Tilly Announces Sponsoring Partnership at Consero’s US Customer Experience Forum in 2015

Forum includes panel discussion on mapping a successful customer experience initiative led by Baker Tilly Principal Kurt Schroeder. DATELINE (March 6, 2015) – Accounting and advisory […]
December 22, 2014

MyCustomer: Social ROI: Biggest challenge for chief customer experience officers?

Originally Published in MyCustomer | December 22, 2015 | By MyCustomer Just 15% of Europe’s Chief Customer Experience Officers (CCO) claim to have an accurate approach […]