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Case Study / Retail & e-Commerce Voice-Enabled Experience Challenge The client is a popular US-based fast-casual food chain that boasts thousands of locations, a net income in the hundreds of millions, and tens of thousands of employees. Customers...
Chris O'Brien | Marketing Manager. Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020. We’re traveling less ( 46% of US travelers planned less travel this year) spending less (retail sales are likely to drop 10.5%) ...
CX Best Practices Posted August 11, 2020 The new generation of wireless technology, 5G, promises to change how people use the internet through lightning-fast connection speeds, lower latency and an ability to connect one million devices per square kilometer. This...
CX Best Practices Posted December 21, 2020 For the safety of workers, the COVID-19 pandemic pushed customer experience (CX) leaders to adopt work-from-home (WFH) as their new delivery model. During the transition to WFH, many brands were adopting more empathetic...
By Sydney Delgadillo Nelson, Marketing Specialist, Officium Labs In all industries, innovation and collaboration are vital to growth and play a major role in preventing stagnation and friction. The CX industry is no different. Over the past two months, Officium Labs has been able to collaborate...
5 Ways COVID-19 Shifted Customer Expectations You’ve probably heard industry experts talk about how customers expected more from contact center representatives during the COVID-19 pandemic, and how many of those changes are here to stay. We’ve heard that, too. But what exactly do they...
Finding the New Normal | Moving to the Cloud Over the past several weeks we’ve been hearing from a lot of you about the challenges that you’re facing due to COVID-19, especially as it relates to things like maintaining business continuity, having to rapidly deploy and manage a remote...
With COVID-19 present in most countries and territories globally, industries of all kinds are facing a strange new world when it comes to talking to their customers. Maintaining business continuity while demonstrating awareness of the current crisis situation is a delicate balancing act. It...
Being a customer support agent has to be one of the most stressful jobs in the world, even during normal times. Dealing with issues and problems all day every day is draining. And customers are sometimes at their worst when they connect with agents. The agent is expected to remain calm, cool,...
In this moment of crisis, when the majority of the population is self-isolating at home, technology is an even more vital tool for streamlining crisis communications between companies, their teams and their customers. Prior to the COVID-19 pandemic, IDG's 2019 Digital Business reported 91% of...