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
Examining Customer Service in Government: Citizen Expectations and the Path Forward
What does the local DMV have in common with, let’s say, Apple? Well, they both probably have a lot of the same ...
| CX Strategy
How to Keep Your Treadmill from Becoming A Coat Rack
Have you ever made that big investment for a systems solution to only realize later that it doesn't fix your problem? Many ...
| Enterprise CX
On Tour With Einstein and the Salesforce Crew
PTP was on hand with Salesforce, Einstein, and other mascots with large heads to explore customer service, patient experience, and omnichannel explosions. ...
| CX Culture, Enterprise CX
How to Enchant Customers & Employees…according to Guy Kawasaki
Increasingly, the experience is the product. The experience a customer has when they unwrap their purchase or get to personalize the music ...
| Enterprise CX
How to Implement a Customer-Driven Service Experience Across Your Organization, With Tiffani Bova
We are excited for Tiffani Bova to present at PTP’s user group later this month. She’ll discuss how service differentiation can fuel ...
| CX Strategy
Voice for Value, Not for Cost: 5 Ways to Leverage Voice in the Digital Age
Traditionally, the voice channel is viewed by organizations as a higher cost channel, and recently, digital channels are viewed by customers as ...
| CX Strategy, Enterprise CX
How has digital changed the way people do business & businesses sell?
Sixteen years ago, only 6.7% of the global population had internet access. Today, 3 billion people and 40% of the global population ...
| CX Strategy
How do Call Centers Leverage Artificial Intelligence?
The idea of an artificial intelligence (AI) system that can behave, think or act like a human has fascinated all since the ...
| CX Strategy
Implementing a transformational customer experience solution without a strategist is like installing a hot water heater without a plumber
I continue to learn how essential it is to leverage an expert for everything from plumbing to implementing a customer experience ...
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