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 […]
The 2023 Holiday Guide for Retailers
What’s at the top of retailers’ holiday wish lists this year? Loyal shoppers. In an era when 20% of customers deliver an astonishing 150% of […]
Central Bank Digital Currency Global Interoperability Principles
Central bank digital currencies (CBDC) have the potential to mitigate the long-standing challenges in payments, including high costs, low speed, limited access and insufficient transparency. […]
Adobe FrameMaker Essentials Part 6: Document Review
Adobe FrameMaker EssentialsPart 6: Document Review Recording The recording of this webinar is now available on YouTube here. The recordings of all sessions of the FrameMaker Essentials series […]
The Direction Of The Investment Industry: Where Will You Fit ?
The investment industry has changed substantially over the last 40 plus years and much more so than the 200 years of its existence preceding that. […]
CX Ask the Expert: Freshdesk vs. Zendesk
Tired of overspending on clunky and complicated software that doesn’t scale with your growing support needs? Zendesk leaving you feeling less than zen? Discover why […]