| AI, CX Strategy
Executive Roundtable Recap
Enabling Smarter Conversations: Agentic AI and the Evolution of Voice Platforms On April 3, 2025, PTP partnered with Execs In The Know ...
customer service
Insights Categories:
| AI, CX Strategy
What is Agentic AI? Transforming Voice Platforms for Smarter CX
Agentic artificial intelligence (AI) transforms voice platforms by enhancing efficiency, reducing operational costs, and improving customer experience. Organizations that integrate these intelligent ...
| CX Culture, CX Strategy, Enterprise CX
Who Owns Customer Experience? Part 4 of 4: Identifying and Solving Organizational Silos
In Part 1 of this series, we concluded that regardless of CX ownership, EVERYONE in the organization is responsible for CX but ...
| CX Culture, CX Strategy, Enterprise CX
Who Owns Customer Experience? Part 3 of 4: Customer Touchpoints
In Part 1 of this Blog series, we concluded that regardless of CX ownership, EVERYONE in the organization is responsible for CX ...
| CX Culture, CX Strategy, Enterprise CX
Who Owns Customer Experience? Part 2 of 4: Contact Center Operations
In Part 1, we concluded that regardless of the owner, EVERYONE in the organization is ultimately responsible for CX. Thus, Part 2 ...
| CX Culture, CX Strategy, Enterprise CX
Who Owns Customer Experience? Part 1 of 4: Introduction
Welcome to a four-part blog series on customer experience (CX) ownership. In Part 1, we will explore potential owners and examine whether ...
| CX Culture
AI-powered Customer Experience Offers Amazing Potential Benefits – So . . . What’s the Problem?
Over the past decade, we have seen an explosion in technology advancements. Think about these buzzwords and you will get a sense ...
| 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 ...
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