CX Strategy

PTP’s Crystal Collier partnered with Chris Arnold from ASAPP to lead a workshop at CCW Orlando. The workshop was an interactive session ...

At the recent CCW Orlando conference, PTP’s Chance Whittley led a panel discussion on common perceptions of generative artificial intelligence (gen AI). ...

Crytal Collier did a great job in the October 2024 blog post describing CX trends, and the potential initiatives that companies can ...

AI is technically proficient, but context and nuances can hamper effectiveness. Experience experts have emphasized the technological potential of personalization and efficiency ...

Loyalty is the cornerstone of business sustainability; the Value Enhancement Score (VES) is the metric that outshines traditional indicators like Customer Satisfaction ...

What the heck is a Machine Customer? A transformative player has emerged in the evolving customer service landscape: the machine customer. These ...

We call it the Digital Wake-Up Call. And many organizations are sleeping through it. But it’s time to answer!  Everyone knows that ...

The COVID-19 crisis has made many organizations realize their contact centers were not fully prepared to handle customer communication needs. Especially with ...