With Customer Experience, ‘Good’ and ‘Consistent’ Aren’t Always the Same Thing
Experiences that lead to happy customer outcomes can yield less-than-ideal business outcomes
Virtual Agents Hear What You Say. Do They Know What You Mean?
Deciphering intent is best left to humans, who have a hard enough time with it
Customer Service Needs to Tackle Customer Emotion
How a customer feels about an interaction is the biggest contributor to good CX
Real-Time Analytics Provides ‘Quality Assurance’—and Privacy Concerns
Those QA recordings can also be recording your emotional state. Should they be opt-in?
I Give and I Give, but You Take and You Take
Companies should try providing a little value before begging for more of our personal information
The Dawning of a New Era in CRM (Magazine)
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