Delighting Across the Digital Experience Posted on April 7, 2023 The world has never been more reliant on digital channels, often self-served. But how can brands humanize and delight, regardless… read more
Improving Customer and Agent Effort Scores Simultaneously Posted on April 1, 2023 Knowing your customer is the golden rule of any strong CX strategy, but focusing solely on customer satisfaction metrics can… read more
Infusing Personalization Into Automated Customer Experiences Posted on March 25, 2023 Every shopper wrestles with two seemingly competing ideals. On one hand, they want to reach a solution as quickly as… read more
The Rise of the Universal CX Agent — and Why You Need Them in Your Contact Center Posted on March 20, 2023 Over the past several years, CX professionals have had a front-row seat to the fast-paced evolution of CX digital innovation… read more
Getting Real About Moments That Matter with Roku Posted on March 17, 2023 If the last few years have taught us anything, it’s to appreciate human interactions, empathy, and care. While digital technologies… read more
What to Do When Contact Center Automation Goes Wrong Posted on March 15, 2023 Contact center automation is a powerful tool that can help businesses improve customer experience, reduce costs, and increase efficiency. However,… read more
Three Reasons to Focus on Total Experience in 2023 Posted on March 13, 2023 As leaders in helping major brands take full advantage of the Total Experience Formula™, we’re excited to highlight three data… read more
The Future of Customer Communication Is Messaging. Here’s What the Data Says. Posted on February 26, 2023 During the early days of the pandemic, the digitization of customer interactions accelerated by three to four years, with three… read more
Invest in Tech to Fortify Employees, Not Replace Them Posted on February 20, 2023 These past three years have taught us a lot, including the fact that consumers whose lives are disrupted and whose… read more