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Our goal is to be the most relevant brand for the millennial consumer and for them to consider Taco Bell as a lifestyle brand. A key aspect in fitting the millennial lifestyle is being relevant in the mobile/digital world—the mobile app is certainly big part of that strategy. Consumers today want everything on demand. With our Mobile App, our customers now have the ability to skip the line inside, customize anything, and re-order with one click. Soon, we’ll have a unique loyalty program that will reward them for living a Live Mas lifestyle which we are also very excited about. This technology truly is a key enabler in bringing Live Mas to life!

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Customer experience is frequently lumped in with customer service; (though it is the foundation of it) customer experience is the long game. Customer experience is the total experience, and every interaction the customer has with the supplier. As a city contact center, customer experience becomes all encompassing. The citizen’s experience often goes hand in hand with their experience with all city services and not just the call center itself. Every improvement we make for our customer affects their quality of life.

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Since the financial crisis in 2008, all spending is under a microscope, including IT security budgets. While at the same time, the volume of cyber-attacks have been exponentially increasing requiring more staff to respond and recover from compounding the issue is the competition for IT Security talent is fierce, driving up salaries.

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Our world is changing very rapidly. Some say, “The only constant is change”. The fast pace of the world, work and our lives can be exciting, exhilarating and exhausting all at the same time. It is easy to get caught up in the momentum of change and operate in almost a “mindless automaticity”. It is easy also to become obsessed with wanting to understand the changing world and marketplace within which we operate so that we and our businesses can win! However, how many of us ever stop and take a moment to reflect for the purpose of better understanding ourselves?

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Omnichannel is all about shifting from channel-centric to customer-centric – much more customer-centric than you are today. Knowing who your customers are and having a view of products and inventory across channels are the basic requirements to delivering exceptional customer experiences across channels and touch points.

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With any industry where there are rapid changes in technology the demands of the business are constantly increasing and I think you’re all familiar with situations where the legal staff either remains flat or is reduced. And so what we struggled with in recent years is situations where we’ve had to keep up with the demands of business while trying to support that level of business with the same staff.

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