by Tony Poulos | Aug 7, 2013 | Blog
CEM, or customer experience management, is one of those high visibility areas that everyone is aspiring to improve. There are so many interpretations of what the term actually means that it is not surprising it causes confusion in the marketplace. You might think you... by Tony Poulos | Aug 24, 2009 | Blog
Australia’s Telecommunications Ombudsman, Deidre O’Donnell, and the industry have worked for the last six months on a program called Connect Resolve, aimed at improving standards. Unfortunately for Telstra, it stood out in terms of the rapid increase in...