| AI, CX Strategy
What is Reflected Intelligence?
AI is technically proficient, but context and nuances can hamper effectiveness. Experience experts have emphasized the technological potential of personalization and efficiency ...
CX Strategy
Insights Categories:
| CX Strategy
How Confident are your Customers?
Loyalty is the cornerstone of business sustainability; the Value Enhancement Score (VES) is the metric that outshines traditional indicators like Customer Satisfaction ...
| AI, CX Strategy
Is Your Organization Ready to Support Machine Customers?
What the heck is a Machine Customer? A transformative player has emerged in the evolving customer service landscape: the machine customer. These ...
| CX Strategy
Future of the Contact Center – Digital Transformation
We call it the Digital Wake-Up Call. And many organizations are sleeping through it. But it’s time to answer! Everyone knows that ...
| CX Strategy
Contact Center Preparedness: Operating in a Pandemic and Beyond
The COVID-19 crisis has made many organizations realize their contact centers were not fully prepared to handle customer communication needs. Especially with ...
| CX Strategy
Self-Serve Strategy: Before, During and After A Crisis
Frost & Sullivan recently hosted a Webinar Week Series featuring leading solution providers sharing insights and use cases of organizations taking on ...
| CX Strategy
Leading Remote Teams in a Crisis, Part 2: Best Practices in Operations
Our previous post shared some foundational elements of leadership in a crisis. This week, we will focus on operational elements critical to ...
| CX Strategy
Leading Remote Teams in a Crisis, Part 1: 6 Best Practices for a Strong Foundation
When it comes to focusing on the customer, Amazon leads the way. So, it’s no surprise that Jeff Bezos has great advice ...
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