CMP In The News

The latest features in the news from thought leaders on all things customer management, customer contact, customer experience and more.

The World’s Largest Customer Contact Event Series, Customer Contact Week, Set to Make San Antonio, Texas Debut In January 2023

Mario Matulich of Customer Management Practice On The 5 Ways To Create a Wow! Customer Experience

AMC’s New Ticket Pricing Based On Seat Location is Not The Answer, says Research Organization

AMC’s New Ticket Pricing Based On Seat Location is Not The Answer, says Research Organization

AI in the Workplace Is Already Here. The First Battleground? Call Centers

Celebrating A Quarter-Century of Customer Service Excellence: Customer Contact Week 2023 Marks 25 Years In Las Vegas

What To Expect When You Rent A Car Now (You’ll Be Surprised)

Customer Management Practice (CMP) Marks Women’s History Month by Launching CCWomen, A Specialized Digital Platform For Customer Service Professionals

New Travel Insurance Includes Lots Of Extra Perks. Here They Are.

‘Not much hope for economy class passengers’: Airline Passengers Brace For The Big Summer Squeeze

Revealed: The Top Five Factors Harming Contact Centre Agent Experience

Thank You For Not Calling! Agents Are On The Verge Of Burnout, Study Finds

When Travel Goes Bad, Can You Get a Vacation Do Over?

When Travel Goes Bad, Can You Get a Vacation Do Over?

When Travel Goes Bad, Can You Get a Vacation Do Over?

The Power to Help Women Excel in the Workplace

Travel Loyalty Programs Are Getting An Upgrade This Summer: Are They Worth Joining?

Can Customer Service Organizations Lead the Way to a 4-day Workweek?

Elevate Your CX Leadership With AI: 5 Proven Strategies

AI, Self-Service Are Taking Over Travel. Will Everything Become a DIY Experience?

AI is the Future of Customer Service and CX

Flying This Summer? Get Ready for Cramped Seating

The Irate Customer: People Are Unhappy With The Service They’re Getting

Customer Contact Week Spotlights AI to Improve the Customer Experience

Delivering Personalized Customer Support in Cost-Constrained Times

As Companies Focus on the ‘Where’ of Work, the ‘When’ Could Get Them Ahead of the Curve

Companies Expect a Sharp Rise in Digital Channels for Customer Service Interactions

Amid hybrid work debate, another type of flexibility looms large for employers

Driving Real Change in the Professional Services Industry

The Future of Self-Service: 3 Ways to Elevate Your Customer Experience Strategy

Here’s one key for increasing gender diversity in your company’s leadership

Go For It: Propelling Women Into Customer Service Leadership Roles

Expand your circle of wisdom to elevate leadership potential

The 2023 Holiday Guide for Retailers

Authenticity Is Key: Bring Your True Self To Your Leadership

Here’s How and Why Companies Are Using AI and Digital to Transform the Future of Customer Centricity

Driving Real Change in the Professional Services Industry

Meet The World’s Top Companies For Women 2023

Gen Z is forcing a workplace reckoning that should have happened years ago

AI and Automation: Nicole Kyle Of Customer Management Practice On How To Effectively Harness AI Technology In People Operations

Why Customer Service Is In Free Fall – And What You Can Do About It

Is Customer Experience In Decline?

CCW Digital Uncovers Critical Gaps in Customer Experience

The Largest Gathering Of Customer Service Professionals In The World

Improving First Call Resolution In Telecom Support Services

From Franken Monster To Delight Rehabilitating The State Of Customer Experience

For Better Customer Service, Businesses Are Texting. Are You Ready?

How AI And Automation Impact The Future Of Work

In Her Own Words: How Nicole Kyle Learned To Speak Up

The Balancing Act: Integrating AI Without Losing The Human Touch

The Data Driven Way To Win Customers’ Hearts

AI Can Improve Customer Service But Agents Remain Essential

These Hotels Have The Best Customer Service in 2024

The AI Bringing Zen To First Horizon’s Call Centers

Customer Service Automation: American Airlines’ Dilemma

Essential Conferences For Contact Center Strategists

Agent Roles Are Evolving As Call Centers Enter The AI-Powered Era

Call Centers Must Maintain Security, Trust, As They Implement AI, Experts Say

Only 1 in 5 Consumers Trust Self Service For Support, Report Finds

Why More Tech In Stores Shouldn’t Mean Fewer Workers

L.L. Bean Cuts Call Center Hours As More Customers Turn To Self Service

The Customer Data Stockpile Is Growing. Here’s How To Protect It

New Airfare Refund Regulations A Win For Consumers

How to Perfect Customer Service for Holiday-Stressed Customers

The AI Job Market is Set to Snowball in 2025

Don’t Be Surprised if You’re Asked to Spend More Time in the Office Next Year

How to Evaluate Your Next Technology Investment

Top Customer Experience Conference in 2025

Contact Centers Are Ripe for Tech Investment

Data: Shopper Verdict in the Top Five Retailers and Brands for Online CX

Customer Contact Week Nashville: 5 Lessons from Day One

Customer Contact Week Nashville: Top Takeaways w/ Citizens Bank

Balancing Human & AI Contact Center Agents: Lessons from JetBlue

Contact Centers! Are You Ignoring the Elephant in the Room?

Contact Center Workforce Management (WFM): 3 Best Practices from Florida Blue

How Can I Focus My Contact Center AI Strategy? Advice from AdventHealth/a>

The Future of Airline Customer Experience: Call Centers, AI and New Regulations with Mario Matulich

The Future of Airline Customer Experience: Call Centers, AI and New Regulations

Better Airline Customer Experience? New Rules from the DOT May Help

AI Fails: Lessons Learned from the Front Lines of Tech Retraction

Will Changes Coming to Southwest Help or Hurt the Brand?

EBay’s AI Investments Fuel Streamlined Experiences for Buyers and Sellers

The Ultimate Guide to Contact Center Modernization

Want Better Customer Service When You Travel? You Must Be Joking

Want Better Customer Service When You Travel? You Must Be Joking

White House Starts ‘Time Is Money’ Initiative to Improve Customer Service

Customers Frustrated By Inability to Switch from Self-Service to Agent, Survey Finds

How Chatbots Can Personalize Self-Service Interactions

Want Better Customer Service When You Travel? You Must Be Joking

Want Better Customer Service When You Travel? You Must Be Joking

Want Better Customer Service When You Travel? You Must Be Joking

Could vs. Should: Avoiding the Pitfalls of AI for Customer Service

Signed, Sealed, Delivered – The Demise of Customer Experience

CRM, AI and Technology Investment: Too Much of a Good Thing?

Technology Investments Don’t Stop CX Decline

Travelers Like These Wireless Carriers the Most – Here’s Why

Important Lessons Learned at a Prior Job

Meet Mario Matulich

How the CrowdStrike Software Failure and Outrage Disrupted CX

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