What do you get when you combine experience, knowledge and passion? A strategic-minded industry analysis firm with the expertise and drive to help clients win big.
“In the 1990s, it was predicted that email would replace voice as the choice for customer care, then web chat was forecast to take over, most recently social media. What has happened instead is that companies are expected to excel in voice and digital channels, both singly and in combination. Brand reputation is heavily impacted by an organization’s ability to meet this expectation, making customer experience strategy more important than ever before.”
McGee-Smith Analytics delivers contact center, customer experience and collaboration knowledge and technical insight to help companies understand their application and deployment architecture choices. Sheila McGee-Smith is recognized as a customer care and enterprise communications industry thought leader.