Consumers expect service to be seamless and omnichannel. No surprise, given the ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter. That expectation has carried over into the workplace, where employees have the same standards of service as they do for the businesses they patronize. Now more than ever, human resources departments […]

There is no shortage of challenges that companies and HR organizations now face as a result of COVID, and how to best evolve the employee experience is a question that has surfaced as a result. Everyone is trying to figure out what the employee experience looks like when working from home, back in the office, or a hybrid of the […]

Designing a support experience that enables you to have natural conversations with your customers regardless of channel sets up your organization to provide exceptional service both now and down the line. Though it might be tempting to add products and channels piecemeal as you grow, it becomes difficult to later connect the dots and data and provide consistent conversational experiences. […]

During periods of economic instability and uncertainty, customer service leaders are faced with more than standard-fare challenges. These generally fall into three primary categories:• Lowering and prioritizing costs• Scaling for growth and finding creative ways to increase revenue• Retaining customers, who may be facing these same challenges Any of these are difficult on their own and may feel insurmountable when […]

When The Going Gets Tough: What Finance Leaders Need to Know About Harnessing the Power of Spend Spend management as a discipline has traditionally been the domain of the procurement department, with finance being at the end of the chain mired with a lack of visibility to support cost containment. Thanks to technological advances, Business Spend Management (BSM) has emerged, […]

Heightened efficiency equals job security all around. Here’s why. The first move in our five-step efficiency-boosting plan: Launch a process review. We lay out an eight step framework to get your team some fast productivity wins. From there, you can:• Establish a finance team culture that continuously seeks efficiency gains.• Evangelize for transparency as a productivity superpower across the organization.• […]

As the world continues to recover from the effects of 2020’s pandemic, Chief Procurement Officers and their teams are proactively preparing for 2023. With careful planning amid uncertain times being key to organizational success, CPOs need an effective strategy that will enable them to navigate through these risks in order to maximize value for their procurement decisions. Ardent Partners’ Andrew […]

Ready to finally harness KPIs to drive the right behavior for your business? This practical step-by-step ebook is jam-packed with guides to give you the one thing CFOs need heading into 2023: Consistently excellent performance. Download the ebook today to unlock:• Customizable templates, checklists, spreadsheets, sample SLAs, and much more.• Process maps showing the production flow for each measure or […]