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.
There comes a point at which you’ve got to acknowledge that a long-accepted way of doing things is being upended. This can be due to advances in technology or changes in society or both. That’s precisely where we are in the world of customer service and support. But, it is not manifesting as a...
Customer expectations evolve over time. Today, they demand a greater level of personalization than ever before. Customers share information with the brands they trust and, in return, expect experiences to be connected between and across channels. Ultimately, customers expect companies to know...
Challenge This video game developer is also a pioneer in the realm of virtual reality (VR) social experiences. In launching their metaverse gaming experience, the client was concerned with the vulnerability of its users in the face of monetary fraud, cyberbullying, trafficking, sex...
Data-related policies and regulations are quickly reshaping the future of marketing in the digital age, but so are customer behaviors and expectations. While customers are proving quick to abandon experiences that aren’t personalized to their needs and wants, new compliance measures present...
It’s no secret that data personalization has become a key factor of brand success—for marketing, sales, and customer service. Most brands recognize the importance of having a connected data ecosystem for centralized control over the way data is collected, managed, and made available to...
Today’s companies are constantly flooded with loads of valuable data, and proper analysis of such data is essential for better strategic decision-making and process improvements. Real-time analytics and elevated CX directly impacts higher brand preference, revenue and cost improvements, and...
Elizabeth Magill | VP Marketing. Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place...
Serious, unusual circumstances like a pandemic tend to shine a spotlight on the call center insights that matter most. That’s because stressful times and uncertain economic conditions can bring out the worst in everyone: customers’ emotions might run high while their patience hits an all-time...
by: Andrea Paul, Content Marketing Manager June 3, 2020 Until now, the omnichannel, cloud-based, 360-degree customer view-enabled contact center was mostly a pipe dream, touted by technology vendors and thought leaders, with a majority of businesses falling short of this gold...
The more information brands collect on their customers, the harder it is to put all that data to good use – and the role of the data scientist is evolving with the times. In this interview, Know It All ( KIA ) Community Member and Director of Advanced Analytics at Groupon, ...