Marriott International’s Shannon Patterson Talks About the Power of Putting People First
Shannon Patterson, SVP of Customer Engagement Centers at Marriott International, took center stage at Customer Response Summit (CRS) in Austin…
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…
Turo’s Chief Operations Officer on the Power of Customer Obsession
Car sharing has become increasingly popular in recent years, with apps like Turo revolutionizing the way we think about car…
3 CX Leaders Discuss Creating Digital Experiences That Engage and Delight Customers
Customers now demand personalized and targeted digital experiences that cater to their specific needs and preferences. In the competitive digital…
Customer Response Summit (CRS) Austin Recap and Event Highlights
We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments…
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…
How Contact Centers Can Save Money During Uncertain Economic Times
Inflationary pressures are detrimentally affecting business, and the contact center industry is not exempt from the effects. Higher expenditures and…
Why 61% of Successful Agents Use Call Coaching Software
Myth: Call coaching software is only helpful for onboarding new agents. Once a new agent gets the hang of things,…
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