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:
| CX Strategy
Rise of the Machine: What’s the Right Balance of AI and Human Interaction in CX?
Artificial Intelligence. It's the hot, trendy topic that gets bantered around as being 'the next big thing' in CX. But how much ...
| CX Strategy
Mapping and Marrying the Self-service Experience
What is the right balance of automation and the human touch in the customer experience (CX)? How much self-service is too much? ...
| CX Strategy
Understanding Emerging Channels and CX Impacts: Views from the Industry
Curious as to which channels are the best to invest in? Which will make the most impact for your customer's experience? PTP ...
| CX Strategy
Chatbots: How to Create for the Best Customer Experience
If you're keeping up with the technology trends in the customer experience (CX) space, you'll notice that Artificial Intelligence and Chatbots consistently ...
| CX Strategy, Enterprise CX
Why You Can’t Improve CX Without a Customer Journey Map
How important is customer experience (CX)? According to a report from the Temkin Group, an organization with $1 billion in annual revenue ...
| Enterprise CX
Podcast: PTP’s Crystal Collier on Learning, Listening, and CX Leadership
Crystal Collier is no stranger to the customer experience (CX) realm. And she has a lot of valuable insight to share. She ...
| CX Strategy, Enterprise CX
Why Financial Services Firms Need a CX Strategy
Every industry has been tremendously impacted by the advent of the smartphone, but few more than the financial industry. Phones and even ...
| CX Culture
What Contact Centers Can Learn From the Best Airport Lounges
For many people, air travel is stressful. From long lines at security to crowded terminals to delayed or even cancelled flights, getting ...
| CX Strategy, Enterprise CX
10 Metrics That Matter in Customer Experience
The data shows it all, and it's rapidly changing. Are you keeping up? We al know that the customer experience (CX) is ...
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