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
Migrating Your Contact Center to the Cloud: 5 Key Considerations
During these times, the Cloud has proven itself. So when should you really move your on-premise contact center platform to a cloud ...
| CX Strategy, Enterprise CX, Uncategorized
Helping Organizations Prepare to Support Customers for the Paycheck Protection Program
PTP is offering financial services firms a complimentary, objective customer communication Readiness Assessment as they seek to handle the influx of inquiries and applications ...
| CX Strategy
Contact Center Home Agent Deployment Tips and Techniques
Agents typically work in shifts in a contact center and are physically present in the building to accept interactions. With the restrictions ...
| CX Strategy
How Will the Coronavirus Affect Your Customer Service?
As the US braces for the impact of the COVID-19 crisis, business leaders are focusing on the potential impacts around profits, supply ...
| CX Strategy
Making Self-Service Work for your Customers
A photo of shopping baskets at a Sephora recently went viral. Grab a red basket and it means "I would like to ...
| Uncategorized
Customization Killed the CRM
Have you heard of the "CRM Danger Zone"? It's a place you don't want to be, but may end up in before ...
| CX Strategy
Social Lens Research and PTP Launch Industry Survey – Share Your Opinion
We're launching an industry report on Artificial Intelligence (AI) and its impact on the customer experience. We'd love your input. AI technology ...
| 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? ...
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