The 82nd edition of our newsletter, Quality Times, has been published. If you are an e-mail subscriber you should be seeing it in your inbox shortly.
This month, the theme is cross-channel customer experiences. There are some very real challenges in providing a good customer experience when customers cross organizational silos, but some of the results I've seen make me think that this is one of the best opportunities for improving overall customer satisfaction. I think this is going to be an important area in the coming years.
As always I hope you find this interesting and informative.