Data compliance is foundational for digital transformation success Digital transformation is driving bold business operational changes. According to the 2023 Technology Spending Intentions research report […]
AI for Enterprise: Building an AI Strategy to Delight Customers
A seamless customer experience has quickly emerged as a critical differentiator for businesses across allindustries.1 And the bar is set high – using artificial intelligence […]
7 Innovations to Reinvent Phone-Based Customer Service
Until the mid-1990s, the phone channel accounted for most business-to-customer communications, complementing in-person, fax, and postal communications. Then, the advent of the Internet and the […]
Are You Getting The Most From Your Hybrid Cloud?
Cloud computing has taken the world by storm. It’s driving new infrastructure models across enterprises — both under the direct management of IT organizations as […]
Contact Center and Web Customer Experience Megatrends and Next Practices
These are interesting times for contact center and web customer experience executives. As the rise of the Internet (and now, mobile Internet) and social networks […]
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
If Artificial Intelligence (AI) for the overall business is a red hot topic in C-suites, AI for customer engagement is white hot. No wonder professionals, […]
Year One as a Customer Experience Leader
Why we mapped this journey To understand what is important for a CX leader as they take on a new role A CX leader’s actions […]
Doing More with Less: Next-Generation Strategies and Best Practices for Customer Service
Our new economic reality is one of increased competition, informed and demanding consumers, commoditization of products and services, and relentless pressure to cut costs. In […]
CX for Skeptics: Showing the ROI of CX
CX for Skeptics: Showing the ROI of CXChoose one of three approaches, and get Finance and Analytics to help with the math If you’re like […]
Change Management for CX Practitioners
Whether you moved into customer experience (CX) because of a passion for customers, an affinity for problem-solving, or to support an overarching business strategy, you […]
Sustainability at scale, accelerated by data
How can your business optimize operations and cost whilst reducing waste and emissions? When one organization set out in pursuit of answers, it found that […]
Consumer Goods Industry Insights Report
What’s occupying the minds of consumer goods (CG) leaders as they navigate an uncertain economy?How to achieve profitable growth as they try to do more […]