The Aptean Blog

Posts By:

Martin Ellingham

Customer Success
A Fresh Look at Compliance: CX Friend or CX Foe?

Compliance is often framed as a necessary evil and barrier to customer experience (CX) programs — a cost center rather than a value-add — and one which…

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Thought Leadership
Leverage CMS Compliance Tools to Elevate the Customer Experience

Hardly a month goes by without the introduction of some new regulatory mandate, legislative requirement or addition to the compliance to-do list. For many…

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Thought Leadership
The Value of the Contact Center Agent

Communications specialist, IT technician, product expert, negotiator, conflict consultant, data analyst. These are just some of the hats that contact center…

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Thought Leadership
Complaints: From Cost-Center to Marketing Discipline

Last year’s UK Customer Satisfaction Index compiled by the Institute of Customer Service found that customer satisfaction levels had dropped to their lowest…

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Thought Leadership
How SOC 2 Alleviates Security and Privacy Concerns for Your Customers

In recent years the impact of data breaches has become more significant. In 2018, for example, the average cost of a data breach was $3.86 million globally,…

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