Customer Management Practice @CMPUpdates
The present and future of Customer Experience lives here. Host, @custcontactweek + @cmpinnovation Joined March 2023-
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In this article from @cxtodaynews, Charlie Mitchell explores #CMPResearch's latest study on contact center agent-assist technology and how we can expect to see the future of generative and agentic AI innovation develop. Read the full article here: cxtoday.com/contact-center…
Read the latest blog from @CCWomenStrong's Shiwon Oh at the link below to see what the Keep Call Centers in America Act may mean for BPOs, and how CMP can serve as your dedicated knowledge hub amid potential shifts. blog.customercontactwomen.com/ccwomen-conten…
Happy Labor Day from CMP and @CustContactWeek. 🇺🇸👨💼👩💼🧑💼 Join us in celebrating the contributions and achievements of workers across all industries. The customer service experience would not be complete without your hard work and dedication.
🏈💍 Travis Kelce didn’t just win Taylor Swift’s heart with one grand gesture - he showed up week after week. The same goes for customer service. True loyalty doesn’t come from a one-time “Hail Mary” promotion. In CX (like the @NFL), consistency wins championships and hearts.
Congratulations to our president, Mario Matulich, for his Q&A with CityBiz! To read the full interview and learn more about our president, click the link below. citybiz.co/article/735250…
As companies across sectors have been calling employees back to the office, they broadly agreed that when handled poorly, RTO can hurt your employees. Is RTO a necessity, or are companies prioritizing the wrong policies? Read more from @MSN here: msn.com/en-us/money/ca…
To help you prepare for The Keep Call Centers in America Act, we have developed the CMP Public Policy Toolkit, a self-assessment and action plan designed for leaders of customer contact operations. Download the toolkit here: hubs.ly/Q03DRNc90
Without a dedicated workforce leadership strategy, your organization's employees will feel disengaged. In this article from @CXM_Today, Adam Boelke explores how leaders can align teams and implement lasting cultural change. Click here to read more: cxmtoday.com/customer-engag…
President of @CMPUpdates, Mario Matulich, shares his thoughts on Airbnb expanding its strategy to add hotels to its inventory mix below. Click the link in the comments to read more on this subject in this article from @skift.
On July 18, Paramount announced that Stephen Colbert’s Late Show would end next May. Will cancelling a beloved show affect the trust customers have in entertainment networks? Click the link below to read more in this article from @VanityFair. vanityfair.com/hollywood/stor…
Avoiding the high cost of employee turnover in new hire classes is key. This playbook reveals the three key findings to increase customer contact, employee experience, and satisfaction. Click here to download the playbook today: cmpresearch.com/agent-experien…
As we prepare for #CCWNashville, we wanted to share the CMP Research Prism for Customer Analytics & Insights Tools: A new report that evaluates the top 15 solutions transforming CX and customer contact strategies. Click here to download the whitepaper: customercontactweek.com/ccw-nashville/…
Thank you to @PRNewswire for featuring @CustContactWeek! Click here to read the full release: prnewswire.com/news-releases/… Planning your own trip to the next #CustomerContactWeek? Click the link below to take advantage of our deals. customercontactweek.com/ccw-nashville/…
Uber announced a new feature on Wednesday, July 23, that pairs women drivers and riders, in its latest move to address safety on the ride-hailing platform. Click the link below to read more in this article from @CNBC. cnbc.com/2025/07/23/ube…
Whether you're looking to expand your circle or meet more like-minded leaders, Lizzie Resnick's insights are here to guide you. Click here to download her communication kit today: blog.customercontactwomen.com/ccwomen-conten…
Here we are joined by Robert Young, who shares his insights on the value of being a member of CMP Certified. CMP Certified gives you the tools you need to foster a vibrant, professional space. Request to join the CMP Certified Community Hub here: linkedin.com/groups/1320500…
CEO of Starbucks, Brian Niccol, said in a note to staff that certain employees will be required to come to the office four days a week starting in September. Will this shift affect customers' opinions of Starbucks? Read more from @YahooFinance here: finance.yahoo.com/news/starbucks…
In this @CCWomenStrong article from Shiwon Oh, she discusses the process of creating meaningful change and developing future leaders with Brandy Labinjo, Manager of IT Planning and Portfolio Health at @apsFYI. Click here to read the full discussion: blog.customercontactwomen.com/ccwomen-conten…
Senior Director of Customer CARE & Fraud at @Nordstrom, Heather Bissell, dives into the importance of AI and the necessity for customer service representatives to build genuine relationships and connections with their customers.
Australia's Qantas Airways said that more than a million of its customers had their phone numbers, birth dates, or home addresses accessed in a recent cyber breach. Click the link below to read more from @Reuters. reuters.com/world/asia-pac…
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