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by OmniTouch International

Thought leadership to help & inspire.

We believe that every industry professional has a personal obligation to share ideas, learnings & thoughts.  That’s why we write and publish constantly – both in our own forums and in CX & Contact Centre publications around the world.

  In this short article I share how the popular country music Artist, Conway Twitty, taught me a life-long lesson
In this short post I challenge the Reader to answer 10 Quiz questions on Quality Assurance. Though the Quality Assurance
The Marvel Cinematic Universe
In this short post I consider the role of good & evil in Customer Experience. The Marvel Cinematic Universe I
In this short and personal post I discuss the question - what can I do with my CCXP? Someone wrote
In this short article I discuss the question – what kind of Customer experience does your Contact Center deliver? It
In this short post I share my 6 Keynote Speech topics for 2020. Every year I write new Keynote Speeches
In this article, we share some of what we’ve learned about conducting Mystery Shopper research on Chatbots.  You mean there’s
In this short article, I share one story of what a great Quality Assurance professional can do. When Cindy -
In this article I share CX lessons I learned judging CX Awards this year. Judging CX Awards is a privilege
In this article I share what to look for when you hire a new Contact Centre Manager. Our scenario -
In this article I look at the CX lessons we can learn from the Contact Centre industry. Let's consider -
In this short post we share 10 CCXP Exam Practice Questions for the Experience Design, Improvement & Innovation component of