The Execs In The Know CX Marketplace is a robust, dynamic solutions showcase where senior corporate decisionmakers can share valuable peer-to-peer insights into a wide variety of potential business partners.
By Jerry Leisure, Co-Founder & CEO, and Nate Brown, Chief Experience Officer The work of the customer experience leader is infinitely complex. We must be capable of telling compelling stories through a combination of the empirical and the theoretical, be fluent in the language of every...
Angel Brockbank, Director of Customer Experience at Chatbooks, discusses how business leaders can use technology to support working parents, carers and more. Balancing parenthood and careers used to be impossible. Years ago, it was expected that a parent would remain home to raise children...
By Allison O'Holleran, Product Marketing Manager at Helpshift Many AI + Chatbot providers in recent years have convinced brands that deploying their technologies will result in an improved customer experience while reducing operational inefficiencies and associated costs. Yet many of those...
Outsourcing started as a modest way to reduce costs. Lower labor rates in places like India and the Philippines, along with technology advancements, created opportunities to drive efficiencies in large organizations while tapping into a new talent source. Today, it's a whole new ball game. The...
By Kyle Kennedy From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard ...
For lasting brand loyalty, a strong customer engagement strategy is key. Customer engagement means creating interactions that anticipate customers’ needs and ensuring that they are supported at every stage of the buyer’s journey. In increasingly competitive markets, it’s critical for enterprises...
Walmart has one, so does Wells Fargo, Verizon and the Mayo Clinic. Innovation labs (or 'hubs') are being adopted by companies across industries, and for good reason. In a marketplace that is rapidly changing, organizations need to stay ahead of the curve if they want to thrive, let alone survive...
Yesterday @Allen Lee , @Mike Gathright , and I hosted the #ArtificialIntelligence Interest Group session at Customer Response Summit, which yielded some surprising insights into how brands and business partners are leveraging AI to smooth the customer experience – often by focusing on the...
In the near future, how we work, where we work, when we work—and, quite possibly, how we’re paid for that work—will be demonstratively different from what we experience today. Evolutions in technology, processes, people, and business will disrupt and drive this change. How they respond to these...