Luddites Like Me Like Personal Interactions
Any texts I receive from companies must be relevant, must provide value, and must be personalized.
The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road
A rapidly changing business landscape, featuring AI, automation, and employee-centricity, leads to complex customer journeys for vendors and companies alike
Is Net Promoter Score Right for You?
Loyalty and CX are not the same thing
X-Data + O-Data = Better Customer Journeys
Combining experience data and operational data can make a big difference for your customers
To Truly Work, AI Needs to Get Really Personal
Artificial intelligence must do more than reflect back what it thinks it knows about us
The ‘Cost Center’ Notion Must Go (Finally)
Companies claim to be customer-obsessed, but customers themselves feel otherwise. What's not adding up?
The Reality of AI—Once You Get Past the Hype
Artificial intelligence is widely claimed, but practical uses are not widely found just yet
Amid Economic Uncertainty, Optimize, Don’t Downsize
Department heads need to look beyond simple expense trimming and instead focus on optimizing what they already have
Speech Recognition Is Not Speech Understanding
Companies and contact centers strive to communicate with customers across countries and languages, but are their efforts getting lost in [machine] translation?
6 Steps for Creating and Leveraging a Digital Assessment
Here's how to ready your organization for digital leadership
Yes, Companies Can Influence Customer Emotion
How experiences make customers feel is crucial. Ignore that at your own peril.
New Workforce Management Transfers Power to Agents
With flex staffing, agents can self-serve their way to a better work-life balance
AI Is Top of Mind for Everyone in CRM
The consumer uses for AI are numerous, but just as real are the business use cases.
Don’t Let AI Distract from the Real Problem
It is clear that many organizations still struggle with the same issues they had 10 or 20 years ago.
Conversational AI Should Speak Plainly and Carry a Big Meaning
Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon
How Do You Define CX Success?
When you put customers at the heart of your decisions, you're bound to succeed
Put Customer Insights at the Center of Business Transformation
Digital transformation initiatives are still giving customers short shrift
How Chatbots Can Create a New Kind of Agent
Conversational AI will change customer service, and humans will still matter
Wake Up and Smell the Data
How the truth became irrelevant, and what we can do about it
Will Robotic Process Automation Replace Human Workers?
Automation will bring changes that rival those of the Industrial Revolution