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
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? ...
| 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 ...
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