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Born Digital, Episode 5 Recap The customer experience never sits still. As customer tastes and preferences change, CX is always evolving to keep up. According to Adobe’s 2023 Digital Trends Experience Index, “89% of senior executives believe customer experiences are constantly resetting...
With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? COPC research shows that most customers prefer...
CXOs are increasingly recognizing that stepping up their digital game would lead to more efficiency, innovation, and customer satisfaction. But the problem is, ‘where does one even begin?’ Experts recommend, it begins by mapping your digital customer experience journey – which is pretty...
Every day, the United States intelligence community produces the President’s Daily Brief. It’s a summary of high-level, all-source information and analysis on national security issues produced for the president and key cabinet members and advisers. 1 Sounds like a great ...
Is your customer experience as good as you think it is – or is it leaving your customers feeling somewhat frustrated and unsatisfied? So much has changed, and many companies are retooling their journeys to meet ever-changing customer demands – leveraging technology, optimized processes,...
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...
Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction. It can also be an opportunity to boost the Net Promoter Score (NPS). Customer support plays a significant role in how customers feel about an organization....
With the devastating loss of lives and livelihoods, it’s strange to hear prognosticators speak of “opportunities in the New Normal.” But history tells us it’s true. If you want your organization to lead in the New Normal — or the Next Normal or whatever the recovery period is called — what are...
Elizabeth Magill | VP Marketing. High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. Back in 1990, a Harvard Business...
CX Best Practices eCommerce Posted September 29, 2020 The polarity of the pandemic is undeniable. On the one hand, COVID-19 has fostered anxiety and uncertainty across the globe, yet it has also highlighted the strength of the human spirit and our ingenuity in...