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.
Facebook Is the Future of CRM
Only social media can put the customer back into CRM.
Can You Create a Viral Hit?
If your goal is to launch a viral campaign simply to increase your brand awareness, you're flirting with danger.
The Lessons of the Magic Curry Kart
Your local street-food vendor can teach your company a thing or two.
The New Connections of Social Media
I don't care to belong to any social network that will accept me as a member.
The 5 Phases of Social Experience
The social Web is about to evolve — again. Are you ready to evolve, too?
Fandango Has Just the Ticket
Movie Web site and ticket retailer implements analytics to aid with internal reporting.
Your Savings Are My Services
Think about what you're giving off when you're giving in to pressure.