Archive - Vincent’s Newsletter

Four compelling reasons for leveraging contact centers to optimize the customer experience

Most contact centers are a lifeline for support on critical issues and support challenges.

Aug 12, 2021 •

Vincent Manlapaz

The three C’s of customer experience (CX)

How can we tell if a company is delivering a great customer experience?

Aug 2, 2021 •

Vincent Manlapaz

July 2021

How to transform the contact center into a growth and value center? Here are three questions to guide the business.

Transformation is a business initiative required to provide timely and acceptable service value.

Jul 26, 2021 •

Vincent Manlapaz

April 2021

What is a service-based paradigm mindset (excerpt from my book, "The Service-Based Paradigm Mindset."

In this era where customers compete against their own limited time and coveted success, a customer-first mindset must be shared with every person in…

Apr 12, 2021 •

Vincent Manlapaz

Designing customer experience through an Experience Framework (Part 1)

Customers are the source of business growth and success.

Apr 8, 2021 •

Vincent Manlapaz

#nojs-banner { position: fixed; bottom: 0; left: 0; padding: 16px 16px 16px 32px; width: 100%; box-sizing: border-box; background: red; color: white; font-family: -apple-system, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px; line-height: 13px; } #nojs-banner a { color: inherit; text-decoration: underline; } This site requires JavaScript to run correctly. Please turn on JavaScript or unblock scripts