Customer Experience: An Integral Part of Your Call Center Strategy

Blake Landau

Since Colin Shaw’s presentation at the 2008 IQPC Customer Feedback conference, he has been focusing on his newest book The DNA of Customer Experience: How Emotions Drive Value. On the heels of the 2009 Customer Feedback week conference Customer Management IQ’s Blake Landau caught up with Shaw, who discusses the future of customer experience management. When Shaw worked at BT 12 years ago, he was tasked with the challenge of improving the customer experience at a low cost. Since...
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