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CX Trending Topics

Hot Topics CX Leaders Care About

We are creating a movement to advance the conversation on all facets of the customer experience, to improve individual brand experiences and the industry as a whole. Join us as we band together to inspire greatness through brand collaboration.

Artificial Intelligence & The Gig Economy

The Best of Both Worlds Revealed. What’s In Your Strategy?

Bots or People? In the last several weeks, when the world has been challenged to comply with social distancing, it has never been more clear why a diversified Bots and Gig strategy just might save the day. Watch and listen to CX Leaders talk about why they back these two very different but complementary strategies.

Want More?

Watch the On-Demand Virtual Briefing: Implementing Bots and a Channel
Guidance Strategy to Ensure Service, Business, and Information Continuity

Watch It Now

Want More?

Read Our Latest Gig Article In Response to COVID-19 and CX Readiness:
The Rise of Work-at-Home

Read It Now

  • Leading Together During the Coronavirus Pandemic

    COVID-19 CX Readiness

  • As a community of CX Leaders, we are leading the way together through this challenging time by sharing ideas, information, best practices, and more while we respectfully focus on the care for our customers, our employees, operations, and each other.

    Visit the COVID-19 Resource Page


“You cannot monitor what you can’t measure.”

Data & Analytics

Listen in to hear CX Leaders talk strategy for Data & Analytics. Learn how they are using Data & Analytics to drive the customer-centric strategies using best practices including:

  • Real-time Measurement
  • Agent Enablement & Empowerment
  • Customer Sentiment
  • Customer Satisfaction
  • Journey Mapping to Monitor Behaviors
  • Predictive Analytics
  • Monitoring Needs/Preferences
  • Mapping KPI Goals to Controllable Outcomes
  • Breaking Down Data Silos

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    and Get Connected

    Know It All (KIA) is our exclusive, private online community where CX leaders from top customer brands work together to solve current challenges, build new strategies, and position for the future.

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  • VIRTUAL BRIEFING PART 1:
    NOW AVAILABLE ON-DEMAND

    Shifting To A Work-at-Home Agent Model Quickly and
    Effectively

    Watch Now

  • VIRTUAL BRIEFING PART 2:
    NOW AVAILABLE ON-DEMAND

    Implementing Bots and a Channel Guidance Strategy to Ensure Service, Business, and Information Continuity

    Watch Now

  • VIRTUAL BRIEFING PART 3:
    NOW AVAILABLE ON-DEMAND

    Using IVAs to Shoulder Reduced Capacity and/or Increased Volume

    Watch Now

  • VIRTUAL BRIEFING PART 4:
    NOW AVAILABLE ON-DEMAND

    A View From Inside Your Outsourced Partners’ Walls

    Watch Now

AN EXCERPT FROM THE CX INSIGHT MAGAZINE

Outsourcing: Managing Fluctuating Call Volumes Without Compromising Service Standards

Customer service (CX) leaders worldwide benefit greatly from all the positive ways that outsourcing can seamlessly integrate within an all-encompassing customer experience strategy. While it is common for businesses to plan for seasonal call volume spikes, outages, and site closures; it was hard to ever foresee or plan for the entire world to go through business disruption simultaneously with the COVID-19 outbreak. During this shocking turn of events, brands are experiencing unprecedented swings in call volume and capacity. In the initial phase, many responded by turning to outsource service providers to strategize for their business continuity planning. Whether it was to increase their existing outsourcing or launching outsourcing as a completely new model, many companies found themselves turning to this strategy to weather the daily changes. MORE

Read The Full Article

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