| 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
Insights Categories:
| 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. ...
| CX Strategy
When to Let Your Customers Break Up with You
I’ve switched internet and TV providers more than once, and I’ve gone back for seconds on at least two of them, but ...
| CX Strategy
Getting to the Heart of your Customer
There’s an adage that says, “People buy from people.” While I think this is mostly true – technology and the rise of ...
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