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