The Last Line

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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