| 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 ...
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| CX Strategy
The Millennial Customer Experience: Engaging and Communicating with the Social Media Generation
Millennials, oft a source of both fascination and consternation to many marketers and companies, are the largest generation in American history. Roughly ...
| CX Strategy
Guest Post: Artificial Intelligence On The Rise In Australian Contact Centers
Editor's Note:This guest post, by James Witcombe of SMAART Recruitment, features an interview with PTP's Erni Mededovic and highlights the rise of artificial intelligence ...
| 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 ...
| CX Strategy
Examining Customer Service in Government: Citizen Expectations and the Path Forward
What does the local DMV have in common with, let’s say, Apple? Well, they both probably have a lot of the same ...
| CX Strategy
How to Keep Your Treadmill from Becoming A Coat Rack
Have you ever made that big investment for a systems solution to only realize later that it doesn't fix your problem? Many ...
| 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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