| 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
Insights Categories:
| Uncategorized
Customization Killed the CRM
Have you heard of the "CRM Danger Zone"? It's a place you don't want to be, but may end up in before ...
| 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 ...
| 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
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
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 ...
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