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The customer experience (CX) technology market is hot right now. The pandemic revealed just how poor most companies’ CX infrastructure is and exposed wide gaps in how companies interact with...
AI-powered bots are infiltrating the contact center—but not in the way most media reports have predicted. Instead of replacing human associates, intelligent virtual assistants (IVAs) are...
As a small or medium sized business, it’s easy to fall into the trap of complacency. While the big guys are hustling to get to the next best thing for customer care, smaller companies move at...
It’s unquestionable that many consumers prefer self-service before interacting with a customer service specialist. But sometimes speaking with an associate is unavoidable or even more...
Most executives recognize the importance of differentiating the customer experience. Unfortunately, far too many companies are stymied by organizational silos, inflexible technologies, and other...
No one wants to feel like a number. We are distinct individuals, special and one-of-a-kind, with unique needs and wants. Whether you call it “Cult of Individualism,” “Special...
You have a contact center with operators standing by, more representatives fielding customer emails, click-to-chat associates engaging online, and even a social media guru handling customer tweets...
In my last post in this series, I wrote about why it’s so important for organizational leaders to understand the customer journey. For starters, it makes good business sense because customers...
In my last post, I wrote about how today’s customers have become incredibly cross-channel in their interactions with companies as they follow non-linear courses across physical and digital...
Thanks to the explosion of digital touchpoints available to them, the customer’s experience has become incredibly crosschannel in their interactions with companies. According to PwC’s...