Customer Management Practice

A Houston family lost their luggage after a Spirit Airlines flight, but recovery efforts stalled after the airline ended operations and its customer support. Read more about it in this article from @Daily_Express U.S.: the-express.com/travel/travel-…

From apple orchards to coastal Japan, Jaime Rinaldi has built a career defined by curiosity. In this conversation with @CCWomenStrong's Shiwon Oh, Rinaldi reflects on how meaningful connections shape the Exchange experience. Click here to read more: blog.customercontactwomen.com/ccwomen-conten…

If you are a #CMPResearch client, use our Self-Service Deflection Cost Savings Tool to run multiple scenarios and determine cost savings. If you aren't a client, become one here: cmpresearch.com/contact-us For this tool and more, click here: cmpresearch.com/flexible-remot…

Have you checked out the CCW Retail Executive Exchange coming this July 15-17 in Denver? To learn more or request an invite, click here: ccwretailexchange.com

Mario Matulich, President of Customer Management Practice, and other industry experts share their thoughts on "no-reply" emails and impersonal touchpoints in this article by Christopher Elliott from @seattletimes. Click here to read more: seattletimes.com/life/travel/ho…

In response to the 2020 global pandemic, emerging leaders like Mary Zhu stepped up, combining vision, resourcefulness, and leadership to navigate uncertainty. Click here to read the full blog from @CCWomenStrong and Shiwon Oh: blog.customercontactwomen.com/ccwomen-conten…

Las Vegas is seeing a surge in corporate meetings. At Customer Management Practice, we’re proud to bring leaders together at events like #CCWVegas this June to fuel the future of #CX. Read more in this article from @reviewjournal here: reviewjournal.com/business/conve…

The Predictive Employee Attrition Model for Customer Contact Functions from #CMPResearch forecasts attrition 6–12 months in advance and highlights what is most at risk. For this tool and more, download the Diagnostic Tools for Customer Contact & CX here: cmpresearch.com/flexible-remot…

In this @CCWomenStrong interview with Shiwon Oh, Laura Hancock reflects on how she shows up as a leader and works to drive change every day. Read the full piece here: blog.customercontactwomen.com/ccwomen-conten…

#CMPResearch’s competency models, which power CMP Certified, provide a structured framework to identify the skills, behaviors, and capabilities that drive success. Explore your eligibility and see how CMP Certified can help you here: cmpresearch.com/competency-mod…

In this article from @USATODAY, President of the Customer Management Practice, Mario Matulich, offers his take on why overly complicated rewards programs are leading customers to feel airlines are no longer delivering on their promises. Read more here: usatoday.com/story/travel/c…

From prioritizing inclusion in tech-driven environments to empowering employees across generations, check out this article from Shiwon Oh to see the top insights from the @CCWomenStrong Leadership Forum in Austin: blog.customercontactwomen.com/ccwomen-conten…

In this article from @CCWomenStrong's Shiwon Oh, she sits down with Tiffany Yu to explore her lived experiences as she works to educate, empower, and drive meaningful change for those often overlooked. Click here to read the full article: blog.customercontactwomen.com/ccwomen-conten…

Personalizing the employee experience is key to driving satisfaction, and #CMPResearch's Customer Contact Persona Diagnostic Tool helps leaders do it at scale. Click here to download the Diagnostic Tools for Customer Contact & CX now: cmpresearch.com/flexible-remot…

In one week, we're headed to Fort Lauderdale, Florida, for the CCW BFSI Executive Exchange. This invitation-only event for senior customer contact leaders will benchmark strategies and solve key business challenges. Click here to request an invite today: ccwbfsiexchange.com

In this article from @CCWomenStrong, Emily Dunn explains why embracing what you love can be a powerful strength and even a leadership advantage. Click here to read more: blog.customercontactwomen.com/ccwomen-conten…

Identify customer contact agents most likely to succeed in today’s flexible service environment with #CMPResearch’s Agent Competency Assessment Tool. Click the link below to download the Diagnostic Tools for Customer Contact & CX now. cmpresearch.com/flexible-remot…

Join us tomorrow for a special @CCWomenStrong Women’s History Month webinar with @Develop_4_Good founder Mary Zhu, who will share how her mission to empower the next generation has grown into a nationwide movement! Register now at the link in the post below to save your spot.

At #CCWOrlando, Audrey Steeves and @datamark_inc's Ali Karim highlighted how organizations are rethinking their approach to technology investments. Read the full article from @cxtodaynews here: cxtoday.com/contact-center… #CCWDigital #CCWOrlando #theCMPway

This Women’s History Month, join Mary Zhu, founder of the tech nonprofit #DevelopforGood, as she shares how her commitment to empowerment has grown into a nationwide movement in this @CCWomenStrong webinar. RSVP here: customercontactwomen.com/ccwomens-upcom…