Customer Management Practice

As uncertainty mounts across various industries, we are left wondering how consumer spending will be impacted by the rise in tariffs, unfair repayment causes, and corporate acquisitions. In this article from Customer Experience Magazine (CXM), Mario Matulich weighs in on the need for businesses to focus on customer experience to maintain loyalty, as cutting services and deprioritizing the personalized interactions that consumers value may backfire. Read the full piece here: https://lnkd.in/gu9qNmQD #TheCMPWay #CustomerExperience #CustomerService #CX #CustomerManagementPractice #CXM #Tariffs #ConsumerSpending #CustomerLoyalty

Empowering women in customer contact in 2025. The role of women in customer contact continues to evolve, yet challenges like leadership underrepresentation and wage disparities persist. In the latest blog from CMP, Sandy Ko Fonseca ???, Founder of CCWomen, discusses the need for organizations to prioritize building supportive communities that foster resilience, and that by embracing these principles, we can create an industry where women are empowered to lead with confidence. Read the full blog here: https://lnkd.in/graHphtT #TheCMPWay #CustomerManagementPractice #CustomerService #Blog #CCWomen #CustomerContact #Community

As Southwest shifts to a more a la carte pricing model, budget carriers like Frontier and Spirit are easing restrictions to attract customers, while other major airlines see Southwest’s changes as an opportunity to boost their own business. Until today, March 24th, Frontier customers booking nonstop flights for travel through August 18 received a seat assignment and carry-on at no extra cost - begging the question: Can using CX help your brand get ahead of the competition? Here's what Mario Matulich, President at CMP, thinks: “Airlines that prioritize a simple and efficient customer journey will come out on top, even with new policy changes that initially frustrate consumers. Consumers want airlines to strike a balance between profitability and passenger value, and Southwest should be prepared to address customer frustration and potentially lose long-standing customers.” What are your thoughts? Read the full article from Leslie Josephs and CNBC here: https://lnkd.in/dxjMgsuD #TheCMPWay #CustomerExperience #CustomerService #CX #CustomerManagementPractice #CNBC #Southwest #Frontier #Airlines #CheckedBags

Knowing what your workers want for their development and investing in them accordingly. Dr. Tonya E. Barkley, CEO and Founder of Workforce Strategies & Solutions explored her dynamic career with CCWomen’s Shiwon Oh and highlighted the importance of providing individuals and businesses with the tools for professional growth. Drawing from her military background, she urged individuals to embrace challenges as learning opportunities and push beyond their comfort zones to expand their skills. Read her full perspective on workforce resilience at the link below.

Customer Contact Week Las Vegas in June is the world's largest customer service event. More than 300 speakers from every industry, including a keynote from Guy Fieri (and a couple sessions moderated by yours truly). Don't miss it. And, because we're pals, if you get your ticket before April 18, you get another ticket for no cost! If I see you there, tequila is on me. Register at the link in the comments. #CCW #CCWVegas #CustomerContactWeek

Building confidence. Check out what Mark Killick, Senior Vice President of Shipt, has to say about CMP Research Prism, as he believes it helps organizations navigate the complexity of the technology landscape.

Proactive customer engagement is not just an aspiration—it’s the foundation of customer-centricity. In this #CustomerThink blog from Brian Cantor, he explores CCW Digital’s recent market study that found that 95% of contact center leaders believe customers will evaluate them based on their ability to provide personalized, proactive care. This means that to truly deliver value, brands must go beyond generic outreach, anticipate customer needs, and engage customers in a thoughtful way. Read the full piece at the link below.

What’s the most effective way to experiment with new CX initiatives without disrupting your current operations? Watch as CMP Research’s Nicole Kyle breaks down how you can test out new initiatives and technologies in your contact center without sacrificing the day-to-day operations of your team in the latest of our Crisis Response video series. Want to know how to deal with or avoid a potential crisis in YOUR contact center? DM us or leave a comment below, and our team may tackle your most pressing CX questions in a future video!

Spring is in the air, and with it comes a fresh wave of energy for both businesses and their customers. As people shake off the winter blues and dive into new projects, travel plans, and seasonal refreshes, their expectations shift too. The best brands don’t just react to seasonal surges—they prepare for them. Now is the time to fine-tune workflows, personalize experiences, and use past data to stay ahead of the rush. Check out my latest article and see how a little preparation can mean happier customers, smoother operations, and a season of growth instead of growing pains. #CustomerExperience #CX #Spring #SeasonalTrends #CustomerLoyalty #theCMPway

Debunking the myths about contact centers. In this piece from #SmartCustomerService by Mario Matulich, he explores four prevalent myths about customer contact centers. He states that these myths often lead to misunderstandings that can hinder progress and innovation. To stay ahead, leaders must embrace a balanced approach that integrates AI without replacing human agents, implements technology strategically rather than excessively, and prioritizes agent development. By dispelling these misconceptions, businesses can enhance customer experiences and drive long-term success. Read the full article at the link below.