Kara Hoisington

Twenty-two customer service executives shared their victories and challenges during the coronavirus pandemic. Read key takeaways from this conversation about customer service during COVID-19.

Asking customers for feedback is one of the most direct ways to understand their experiences and needs across touchpoints. However, we’ve all experienced an organization’s attempt to execute this . . . usually poorly. Surveys are too long. Callbacks are interruptive. What are they going to do with my feedback anyway? Combatting these types of […]

Kara Hoisington in an Associate Consultant in Forrester's Customer Experience Consulting practice.  Organizational Alignment Is Key To Data Sanity During the first part of this series, I talked about how clients are constantly asking us what to do with their data and how they usually go right to “what technology do I need to solve […]

Part One: Don't Use A Technology Band-Aid  While kicking off a project last October, a client showed us slide after slide of reports, architectures, and data flows. Overwhelmed by information, the client looked at us and asked — what do I do with all this data? It's a plea for help I have heard on […]