Marriott International’s Shannon Patterson Talks About the Power of Putting People First Posted on March 21, 2023 Shannon Patterson, SVP of Customer Engagement Centers at Marriott International, took center stage at Customer Response Summit (CRS) in Austin… 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
Turo’s Chief Operations Officer on the Power of Customer Obsession Posted on March 14, 2023 Car sharing has become increasingly popular in recent years, with apps like Turo revolutionizing the way we think about car… read more
3 CX Leaders Discuss Creating Digital Experiences That Engage and Delight Customers Posted on March 13, 2023 Customers now demand personalized and targeted digital experiences that cater to their specific needs and preferences. In the competitive digital… read more
Customer Response Summit (CRS) Austin Recap and Event Highlights Posted on March 9, 2023 We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments… 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
How Contact Centers Can Save Money During Uncertain Economic Times Posted on February 19, 2023 Inflationary pressures are detrimentally affecting business, and the contact center industry is not exempt from the effects. Higher expenditures and… read more
Why 61% of Successful Agents Use Call Coaching Software Posted on February 18, 2023 Myth: Call coaching software is only helpful for onboarding new agents. Once a new agent gets the hang of things,… read more