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, Uncategorized
The Top Five Ways to Optimize Your Contact Center eBook
The contact center is constantly evolving. With it ever more apparent that the customer experience (CX) is the top competitive differentiator - ...
| CX Strategy
The Difference Between Customer Experience and Customer Service
Customers are the chief drivers for business. Without them, operations simply wouldn't exist. Having top-notch products and services along with a way ...
| CX Strategy
The Top 3 Challenges to Providing Great Customer Experiences
When it comes to selling both B2C and B2B products and services, customer experience is rapidly becoming the deciding factor for buyers. ...
| Uncategorized
The Importance of Accessibility in the Customer Experience
Making digital content accessible is not only the right thing to do, it's the law. The Americans with Disabilities Act (ADA) of ...
| Enterprise CX
How Integrating Your Content Center with CRM Bridges the CX Gap
Contact centers are largely Omni channel today, which means that customers can get in touch using not just the phone but also ...
| CX Strategy, Enterprise CX
How and Why CMOs Need to Use Data Science to Improve the Customer Experience
Customer experience (CX) is how brands have to differentiate themselves today. It's what ultimately matters not only for attracting new customers, but ...
| CX Strategy
Customer Experience (CX) and Dominant Path Analysis – Part I
This is the first article on Dominant Path Analysis, in a multi-part series, where we take a deeper dive into the process ...
| CX Strategy
The Millennial Customer Experience: Engaging and Communicating with the Social Media Generation
Millennials, oft a source of both fascination and consternation to many marketers and companies, are the largest generation in American history. Roughly ...
| CX Strategy
Guest Post: Artificial Intelligence On The Rise In Australian Contact Centers
Editor's Note:This guest post, by James Witcombe of SMAART Recruitment, features an interview with PTP's Erni Mededovic and highlights the rise of artificial intelligence ...
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