Customer service over social channels failed once, and it still needs work in version 2.0.
Paul Korzeniowski //
18 Jan 2023
Long a contact center staple, conversational intelligence is moving into sales, and there's lots of money on the table.
Phillip Britt //
18 Jan 2023
Technology to detect and analyze emotional states has advanced significantly in the past year alone.
Phillip Britt //
18 Jan 2023
Tools to optimize customer service operations have grown in scale and depth of functionality.
Phillip Britt //
01 Dec 2022
Here's how to elevate customer service, sales, and the rest of your business operations.
Ross Slogrove //
20 Jan 2023
Organizations need a hyper-personalization strategy to meet customers where they are and give them consistent, omnichannel experiences that offer true value.
Axel Wells //
05 Jan 2023
Customers are king. To keep them loyal, you should give them the best customer service 24/7.
Jo-Ann Fussell //
03 Jan 2023
As brands see customers demand a more comprehensive CX journey, personalization is a key aspect to offering a tailored experience and strengthening brand loyalty.
Venu Gooty //
28 Dec 2022
Consumer privacy and security should become big priorities.
Leonard Klie //
31 Jan 2023
These solutions can be a company's eyes and ears on both customers and employees.
Donna Fluss //
18 Jan 2023
CX programs that help companies restart the CX growth engine—and have the data to prove it—will thrive, despite corporate belt tightening.
Rick Parrish //
17 Jan 2023
There are many ways to craft—or undermine—a thrilling CX.
Patrick Gibbons //
20 Jan 2023