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Can You Honestly Say Your CX Metric is Meaningful to Your CEO?

By Lisa DeFalco

Making Your CX Data Meaningful to your Business… To those of us in the Customer Experience (CX) business, it is encouraging to see the continued interest and usage in CX metrics within corporate environments.  However, as we recently wrote in a published article, not all metrics are created equal.  Many CX metrics still struggle to...
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TPG 2017 Client Summit – A Special Thank You

By Scott Keller

TPG Community + TPG Team: Thank you for our most enjoyable and impactful event yet! Your comments, engagement, enthusiasm, support and efforts humble us. Thank you to the many who gave us great marks, ideas and sincere feedback. Lisa and I are very excited about the continued advancement of our community, purpose and products with...
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TPG’s 11th Annual Client Summit Case Studies

By Scott Keller

“Perception is your Customer’s Reality.” – Global Financial Product and Services Company – Driving a global business for business customer experience engagement strategy that is both consistent and flexible to the needs of each of its different countries / markets is not as simple as it sounds. Spend time with members of this global leadership...
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TPG Client Summit – 2017 Welcome Letter and Content Agenda

By Scott Keller

  Welcome to TPG’s 11th Annual Client Summit “Perception is your Customer’s Reality” Dear TPG Community, Customer Experience…it is one of the most frequent board room topics, transformation investment priorities and charted keys to organizational and business growth and success. Yet, for many, it is ill-defined. Your TPG Client Summit will focus on strategies, products...
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Years Later, ‘Quality’ Still Remains Relevant

By Lisa DeFalco

The saying, “that which is measurable can be improved,” remains truer than ever.  The key to that saying, however, is to understand how to interpret each measure in order to place the proper value on the metric and insight it generates for one’s business. In today’s business environment, we are overrun by data.  In the...
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The Power of Human Touch

By Scott Keller

This may sound familiar to you Customer Service/ Experience/ Operations/ Marketing Executive… “We need to reduce costs in order to help deliver our number to the street.” “I need your help improving cost in our business model.” “Can we reduce how often we talk to our customers?” “What are the cost savings to us if...
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The Launch of a Customer Experience Blog… Why It Matters

By Lisa DeFalco

I’ve always promised myself I would share ideas involving the advancing principles and innovation surrounding Customer Experience once my network reached 1,000 individuals. Now, that we are about to celebrate our 20 year anniversary at TPG, with a LinkedIn network community greater than 1300 people and a Customer Experience client & partner community that exceeds...
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Welcome Warrantech and Toco Warranty to the TPG Family!

By Scott Keller

“TPG has joined Warrentech and Toco Warranty, subsidiaries of AmTrust Financial Services, to deliver a world-class customer experience.  Both companies provide unique protection offerings to their customers and we will unite with them to increase profitability while focusing on the customer experience.  We welcome Warrentech and Toco Warranty to the TPG Family and we are...
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TPG Expands with Global Finance Partners

By Scott Keller

“TPG has expanded its global footprint, developing a global partnership with a large financial service and insurance firm.  Our partner has decided to build a singular approach to optimizing its global tele-experience. Our new partner will benefit from our world class customer experience product and methodology, and will do so in language.  We will join...
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What Has the Government Done for Consumer Experience let alone Customer Retention??

By Lisa DeFalco

No other modern-era presidential term has delivered so many executive decisions to radically alter the markets that TPG serves as our current one. With the implementation of Dodd-Frank, the Affordable Health Care Act and the establishment of the Consumer Financial Protection Bureau (CFPB), the landscape across several verticals has changed.  Since the change is led...
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