| CX Strategy, Enterprise CX
Why Financial Services Firms Need a CX Strategy
Every industry has been tremendously impacted by the advent of the smartphone, but few more than the financial industry. Phones and even ...
customer experience
Insights Categories:
| CX Culture
What Contact Centers Can Learn From the Best Airport Lounges
For many people, air travel is stressful. From long lines at security to crowded terminals to delayed or even cancelled flights, getting ...
| CX Strategy, Enterprise CX
10 Metrics That Matter in Customer Experience
The data shows it all, and it's rapidly changing. Are you keeping up? We al know that the customer experience (CX) is ...
| CX Strategy
The Difference Between Customer Experience and Customer Service
Customers are the chief drivers for business. Without them, operations simply wouldn't exist. Having top-notch products and services along with a way ...
| CX Strategy
Customer Experience (CX) and Dominant Path Analysis – Part I
This is the first article on Dominant Path Analysis, in a multi-part series, where we take a deeper dive into the process ...
| CX Strategy
How Bad Can a Bad Customer Experience Set You Back?
You obviously know that providing a great experience is becoming the market battle as we move into the future. It can be ...
| Enterprise CX
What’s the Difference Between CEM and CRM, and How Can They Work Together For My Business?
Customer experience management (CEM) and customer relationship management (CRM) are not one in the same. While both concepts are crucial elements of ...
| Enterprise CX
On Tour With Einstein and the Salesforce Crew
PTP was on hand with Salesforce, Einstein, and other mascots with large heads to explore customer service, patient experience, and omnichannel explosions. ...
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