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, 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 ...
| CX Strategy
When it’s Good to be Redundant in IVR Design…and Life
As early as I can remember learning anything, I was taught to strive for efficiency. “Inefficient” and “redundant” were bad words, and ...
| CX Culture, CX Strategy
Emotional Intelligence-Driven Voice User Interface Design
In a recent series of radio ads that feature a bereft and primitive attempt at a telephone customer experience, Ruby Receptionist entreats ...
| CX Strategy, Enterprise CX
Your Nurse Churn Rate Doesn’t Have to be 50%: Improve Scheduling & Workflow Efficiency to Improve Employee Engagement
Hospital administrators, particularly nurse administrators, have been facing increasing pressure to balance cost and quality of care. At the heart of this ...
| CX Strategy
IVR Analytics Best Practices Based on Customer Q&A
We routinely field questions from our customers about IVR analytics. I would like to provide you with insight by answering some of ...
| Enterprise CX
E-commerce Challenges Brick & Mortar – but can Either Provide an Omni-Channel Experience?
A true omni-channel connectivity doesn’t yet exist. Instead, it’s a goal that organizations reach for to improve internal operations, customer experience and ...
| 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 ...
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