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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.

What Emily in Paris taught me about CX
Here's what Emily in Paris taught me about CX. In the show, Emily in Paris, there’s a funny scene between
In this article I talk about how to get better at writing. I wrote this as a response to a
What I learned from Thoreau came from stumbling across his quote in a science fiction book I was reading -
Daniel Ord of OmniTouch presents an Awards in Gurgaon India in 2006
Regular and ongoing Employee feedback matters – even if Employees have to go out and get it. There are cool
Daniel Ord of OmniTouch teaches Contact Centre & CX
What lessons can Contact Centre folks can learn from CX folks? I’ve written extensively about what lessons CX folks can
  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