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The Engaging World of Enterprise Feedback Management

Enterprise feedback management (EFM) is an essential function that all organizations should perform, regardless of their line of business. While there are a number of applications that can provide an understanding of customer needs and wants, the simplest and often most effective way to determine what your customers and prospects are thinking is to ask […]


Back-Office Departments Are Essential to the Customer Experience

For more than 20 years, enterprises have downplayed the importance and contributions of their back-office operating groups. These departments are an integral component of the overall customer experience and are involved in many steps throughout the customer journey. While their responsibilities vary by industry, function and company, back-office departments are responsible for processing credit card […]