Brian
Cantor

brian

Brian Cantor is a customer experience and marketing analyst who currently serves as the managing editor and community director of IQPC’s Customer Management IQ, an online advisory portal and publication for professionals in the space.
 
Brian’s customer management commentaries, which draw inspiration from empirical research and real-world anecdotes rather than antiquated management textbooks, have been called “must-read” resources for call center managers, customer experience leaders, retailers and social media specialists and have been cited by prominent publications like Forbes.  He has also been invited to contribute for leading industry outlets like Social Media Today and Biznology.
 
Drawing on his events production background with IQPC, Brian also created and produced the successful “Social Media for Customer Management” and “Call Center Success” online event series.
 
Through the eNewsZone Media Network, an online media company he founded while a freshman in high school, Brian additionally analyzes “backstage” news in entertainment and sports.  His celebrity interviews and industry assessments have been featured by leading outlets like Yahoo!, Perez Hilton, Deadspin and Movieline.
 
Brian graduated from Harvard University in 2009 as an honors joint concentrator in Sociology and Economics.  He focused on Government as a secondary concentration.
 
Always game for discussion about customer management, entertainment and sports, Brian is also thrilled to answer questions on fitness and nutrition.  Feel free to contact Brian at brian.cantor@iqpc.comand visit his publication’s homepage at http://www.customermanagementiq.com

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We asked contact center professionals to identify the top "themes" for the future of the contact center. Here are their answers....Full Article »
Are you as tired of these cliche customer experience topics as I am?...Full Article »
Your agents need to be happy, friendly, enthusiastic, and knowledgeable. Here is another quality they must possess!...Full Article »
2017 needs to be a big year for your contact center. Here are 8 things leaders MUST accomplish!...Full Article »
In support of making contact center metrics great again, we’re proud to reveal six *evolved* scores compatible with today’s aim of omni-channel, effortless, customer-centric experiences....Full Article »
ESPN's Fantasy Football platform went down this weekend, and a seemingly endless array of customers Tweeted its frustration. Did these "users" have the right to be upset?...Full Article »
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Despite my broken record approach to the matter, airlines continue to fail in the latter regard. Instead of rebounding from errors that adversely affected the customer experience, they somehow manage to exacerbate the problems. They somehow manage to leave me more dissatisfied....Full Article »
As pop culture fans pledged their allegiances to Team Taylor or Team Kimye, customer management professionals were saluting the Denny’s restaurant chain....Full Article »
Call them trends. Call them imperatives. Know that these 10 areas must be cornerstones of your customer experience strategy....Full Article »
There is no such thing as a perpetually perfect customer experience. At some point, you will make a mistake. When you do so, how should you respond? Citing a recent issue with JetBlue, this article explores the importance of tone when righting a wrong....Full Article »
16 results
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