Blog: CX Strategy & Digital Consulting
Recent Posts
Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections, industry experts laid out the...
To bring out the “advocate” in every customer is like finding a needle in a haystack. You know that it’s there, but it would take an incredible amount of time trying to discover...
Black Friday is facing a reckoning. According to a new report by Deloitte, every age group, from seniors to Gen Z, prefer Cyber Monday over Black Friday for deals. Smart devices and the allure of...
The next generation of cellular networks—also known as 5G—is set to greatly enhance the speed, connections, and responsiveness of wireless devices. So, what does that mean for the...
If you were asked to trace the journey of the modern traveler where would it go? Their phone will let them breeze through an airport, they may book an Airbnb in a trendy neighborhood or they&rsquo...
Throughout their buying journeys, customers often have questions about a product or service that require assistance from a company representative. But here’s the kicker – they would...
It’s morning, and you ask Siri to find local cafes. A chatbot takes your order on your phone, and where an autofill inputs your email. Whether or not we always know it, automation has become...
Consumers are generating incredible amounts of data each day. Consider this: It’s estimated that Google processes over 70,000 search queries every second, which translates to about 5.8...
Business leaders have long wish lists for improving the customer experience, but competing priorities pose significant hurdles to transforming the experience, according to new research. Meanwhile,...
Efforts to understand and improve the customer experience have evolved from a niche strategy into a key differentiator for companies worldwide. Companies are making strides in analyzing the...