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 Culture
Where Emotional Intelligence and Customer Intelligence Intersect
Emotional Intelligence (EI) is all the rage these days in the upper echelons of customer engagement strategy discussions. If you can tap ...
| CX Strategy, Enterprise CX
Your most valuable resources are costing you money – and not in the way you probably think
It’s time to pull back the drapes and shed light on pervasive hospital inefficiencies. Inefficiencies in patient flow and workforce are deeply ...
| CX Culture
Initiating Emotional Intelligence at PTP
I was sitting at dinner one evening talking to a partner about PTP’s culture when she excitedly said to me “you are ...
| Enterprise CX
The Scoop on Enterprise Connect: Cloud Computing, Data Security & a Google + Avaya Partnership?
For those of you who missed Enterprise Connect, I’ve captured some of the latest and greatest from the technology giants delivering up ...
| CX Strategy
The Cost of Not Having IVR Analytics
Many companies seek out an IVR solution provider to buy and build an IVR for them. This is typically quite expensive. The ...
| CX Strategy
Are we missing the mark and providing Poor Patient Experience from the beginning?
The idea of improving patient experience is not new, but we need to ask ourselves some critical questions if we truly want ...
| CX Strategy
The Dark Side of Agility: don’t let agility outweigh strategy
Organizations pride themselves in their ability to be agile throughout a technology implementation or internal process change. Generally, when an organization is looking ...
| CX Strategy
The Three Pillars of Technology Innovation: are we capable of achieving the omni-channel?
Don’t technology trends feel like they change as fast as fashion trends? You know what I am talking about. Yesterday's ugly is ...
| CX Strategy
Leverage the Right Metrics to Reduce Call Volumes
A Canadian man by the name of Corbin Smith live tweeted the entire eight straight hours he was on hold with TigerDirect.ca. ...
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