What Contact Centers Can Learn From the Best Airport Lounges

What Contact Centers Can Learn From the Best Airport Lounges

Mark Pendolino Mark Pendolino | Thursday, August 2, 2018

For many people, air travel is stressful. From long lines at security to crowded terminals to delayed or even cancelled flights, getting from point A to point B is becoming increasingly pressure-filled. And when you consider that according to the International Air Transport Association (IATA), the number of air travelers will increase from 4 billion in 2017 to 7.8 billion in 2036, it’s clear that flying isn’t going to become any less stressful in the near future.

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The Difference Between Customer Experience and Customer Service

The Difference Between Customer Experience and Customer Service

Mark Pendolino Mark Pendolino | Tuesday, May 22, 2018

Customers are the chief drivers for business. Without them, operations simply wouldn’t exist. Having top-notch products and services along with a way to effectively market them is how you’ll attract customers but when it comes to retaining them, both customer service and customer experience management have a huge impact on their loyalty.

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What’s the Difference Between CEM and CRM, and How Can They Work Together For My Business?

What’s the Difference Between CEM and CRM, and How Can They Work Together For My Business?

Mark Pendolino Mark Pendolino | Monday, April 17, 2017

Customer experience management (CEM) and customer relationship management (CRM) are not one in the same. While both concepts are crucial elements of keeping your customers happy, and have technological solutions for gaining insights on your customers through the power of data, they are different as it pertains to managing your customer and prospect base.

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