Insights
Knowledge is Power
Check out our collection of industry insights on a wide variety of topics in the CX world. Sort by category to find the resources you're looking for quicker.
Insights Categories:
| AI, CX Strategy
What is Agentic AI? Transforming Voice Platforms for Smarter CX
Agentic artificial intelligence (AI) transforms voice platforms by enhancing efficiency, reducing operational costs, and improving customer experience. Organizations that integrate these intelligent ...
| CX Culture, CX Strategy, Enterprise CX
Who Owns Customer Experience? Part 4 of 4: Identifying and Solving Organizational Silos
In Part 1 of this series, we concluded that regardless of CX ownership, EVERYONE in the organization is responsible for CX but ...
| CX Culture, CX Strategy, Enterprise CX
Who Owns Customer Experience? Part 3 of 4: Customer Touchpoints
In Part 1 of this Blog series, we concluded that regardless of CX ownership, EVERYONE in the organization is responsible for CX ...
| CX Culture, CX Strategy, Enterprise CX
Who Owns Customer Experience? Part 2 of 4: Contact Center Operations
In Part 1, we concluded that regardless of the owner, EVERYONE in the organization is ultimately responsible for CX. Thus, Part 2 ...
| CX Culture, CX Strategy, Enterprise CX
Who Owns Customer Experience? Part 1 of 4: Introduction
Welcome to a four-part blog series on customer experience (CX) ownership. In Part 1, we will explore potential owners and examine whether ...
| AI, CX Strategy, Enterprise CX
Modernizing Your Service Strategy with GenerativeAgent™: CCW Orlando Workshop Summary
PTP’s Crystal Collier partnered with Chris Arnold from ASAPP to lead a workshop at CCW Orlando. The workshop was an interactive session ...
| AI, CX Culture, CX Strategy, Enterprise CX
Generative AI: Perception vs. Reality – CCW Orlando Panel Recap
At the recent CCW Orlando conference, PTP’s Chance Whittley led a panel discussion on common perceptions of generative artificial intelligence (gen AI). ...
| CX Strategy
What Does Today’s Customer Look Like? What do They Want from Customer Experience Interactions?
Crytal Collier did a great job in the October 2024 blog post describing CX trends, and the potential initiatives that companies can ...
| CX Culture
AI-powered Customer Experience Offers Amazing Potential Benefits – So . . . What’s the Problem?
Over the past decade, we have seen an explosion in technology advancements. Think about these buzzwords and you will get a sense ...
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