Customer Journey Mapping Playbook
How Well Do You Know Your Customer’s “Moments of Truth”? In the ever-evolving landscape of contact centers, understanding how your customers are interacting with you
How Well Do You Know Your Customer’s “Moments of Truth”? In the ever-evolving landscape of contact centers, understanding how your customers are interacting with you
Is your customer experience good? Maybe even great? Are you sure? In a recent poll, more than 70% of CX leaders said they expect
In Part 3: Leslie O’Flahaven talks about how AI will impact how agents communicate with customers and the impact it will have on CX scores.
People, Process & Technology – and the Intersection of AI: Part 2
People, Process & Technology – and the Intersection of AI: Part 1
Ever-increasing customer expectations for telecommunication services make it difficult for telecom service providers to deliver gratifying personalized customer experiences across channels, while simultaneously keeping costs
The COVID-19 pandemic shed light on and magnified the socio-economic discrepancies that exist in disadvantaged populations. People who are economically vulnerable and may have food,
The battle between traditional linear TV services and streaming media devices heats up When watching television and reviewing your on-screen guide, do you ever wish
It is every customer experience business leader’s worst nightmare; a customer service representative engaged poorly with a customer, who then recorded the encounter and made
All companies have their own unique corporate cultures. The values and attitudes that are pervasive among a company’s employees, guiding how they respond, make decisions,
In today’s technology-obsessed world, making life simpler, faster, and more seamless is a priority for both businesses and individuals trying to keep up with an
As customer service methods constantly evolve to adhere to the demands of digitally-savvy customers, critical customer experience gaps can form, leaving consumers frustrated rather than
