VR/AR: A Game Changer for Sales and Marketing
Virtual reality/augmented reality is poised to remake CX.
Who Really Wins When Business and Politics Collide?
In today's hyper-divided political climate, coming down on one side or the other is sure to ruffle feathers.
Subscription Models Equaled Strong CRM in Our Pandemic Year
Tighter bonds with customers helped subscription-based businesses weather the storm.
How to Regain Customer Trust in 2021
Your user experience needs to inspire user confidence.
Customer Experience in the Post-Pandemic World
It's time to move ahead and not wait for things to go back to "normal," because the meaning of normal has changed, and consumers' expectations have been permanently altered.
Emerging Technologies Can Keep Your Digital Hotel Solidly Booked
Virtual gathering places for customers benefit from collaborative and immersive apps like Zoom, virtual reality, and augmented reality.
Here’s One of the Best Ways to Make Your Customers Happy
Make your agents happy first—and outsourcers demonstrate innovative ways to do that
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?
Yes, Companies Can Influence Customer Emotion
How experiences make customers feel is crucial. Ignore that at your own peril.
Conversational AI Should Speak Plainly and Carry a Big Meaning
Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon
SMBs See Strength in Intimacy
Context relevancy transforms interactions into experience.
What Drives a Profitable Customer Experience?
Companies that value customers need to let them know.
The Age of Entitled Consumers
What hath consumerism wrought?
Insuring Fliers Against Travel Snafus
Air travel gets a new wrinkle—annoyance insurance.
What Makes a Successful Mobile User Experience?
Uncovering the traits that set industry leaders apart.
Customer Experience Management Is on the Road to Maturity
Companies that lag behind must move from 'fluff' to 'tough.'
Gas Prices Fuel UCS, Web Conferences
The need to reduce travel spurs front-office solutions
Children Are the Currency
Courting kids in the experience economy
Has Our Technology Exceeded Our Humanity?
Your challenge, in a lot of ways, is to infuse what you do with humanity.
When Customer Experience Matters Most
An eruption of volcanic ash leads to an eruption of service mistakes.