Frank is our Sales Director for the America’s. He has over 20 years of experience in the contact center industry helping large business enterprises identify and implement innovative technology platforms that drive improved business results. As a thought leader and continuous learner, Frank actively participates in our industry professional associations.
When I read about a Canadian CBC news story featuring a marketing professor saying that big retailers need to be more like Madonna, I just had to keep reading. Professor Nicole Rourke of St Claire College was commenting on traditional big box retailers like Toys R Us and Sears. Her point is that the expectation of customers has moved on and yet many retailers remain unchanged.
The most recent Forrester Customer Experience Index rated the Customer Experience (CX) at 28 different US banks. The Forrester CX Index is focused very much on generating customer loyalty, which is an important variable to measure when the retail banking industry is experiencing so much disruption from direct and digital services.