| 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 ...
automation
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| CX Strategy
Rise of the Machine: What’s the Right Balance of AI and Human Interaction in CX?
Artificial Intelligence. It's the hot, trendy topic that gets bantered around as being 'the next big thing' in CX. But how much ...
| CX Strategy
Mapping and Marrying the Self-service Experience
What is the right balance of automation and the human touch in the customer experience (CX)? How much self-service is too much? ...
| CX Strategy
Chatbots: How to Create for the Best Customer Experience
If you're keeping up with the technology trends in the customer experience (CX) space, you'll notice that Artificial Intelligence and Chatbots consistently ...
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