| CX Strategy
Examining Customer Service in Government: Citizen Expectations and the Path Forward
What does the local DMV have in common with, let’s say, Apple? Well, they both probably have a lot of the same ...
CX Strategy
Insights Categories:
| CX Strategy
How to Keep Your Treadmill from Becoming A Coat Rack
Have you ever made that big investment for a systems solution to only realize later that it doesn't fix your problem? Many ...
| CX Strategy
Voice for Value, Not for Cost: 5 Ways to Leverage Voice in the Digital Age
Traditionally, the voice channel is viewed by organizations as a higher cost channel, and recently, digital channels are viewed by customers as ...
| CX Strategy, Enterprise CX
How has digital changed the way people do business & businesses sell?
Sixteen years ago, only 6.7% of the global population had internet access. Today, 3 billion people and 40% of the global population ...
| CX Strategy
How do Call Centers Leverage Artificial Intelligence?
The idea of an artificial intelligence (AI) system that can behave, think or act like a human has fascinated all since the ...
| CX Strategy
Implementing a transformational customer experience solution without a strategist is like installing a hot water heater without a plumber
I continue to learn how essential it is to leverage an expert for everything from plumbing to implementing a customer experience ...
| CX Strategy
When it’s Good to be Redundant in IVR Design…and Life
As early as I can remember learning anything, I was taught to strive for efficiency. “Inefficient” and “redundant” were bad words, and ...
| CX Culture, CX Strategy
Emotional Intelligence-Driven Voice User Interface Design
In a recent series of radio ads that feature a bereft and primitive attempt at a telephone customer experience, Ruby Receptionist entreats ...
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