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With CX, Standing Still Means Falling Behind

Chris O'Brien | Marketing Manager Customer experience is a moving target. What a customer expects from your business is not only based on their past experiences with you, but also on experiences they’ve had with other businesses in general. As a society, the bar is raised on CX as soon...


Blog Entry
10 creative ways to leverage advanced analytics

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...


Blog Entry
Insights from a CX Expert: Anatomy of a Great Contact Center Experience

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...


Blog Entry
How To Garner Customer Engagement In The Gaming Industry

By Jerry Leisure, Co-Founder & CEO True gamers know that playing video games is about more than experiencing the content of the game—it’s also about belonging to a community of players who share their passion for the game. Too many video game companies fail to appreciate and harness the...


Blog Entry
Groupon's Sagarika Prusty on Laying the Foundation for a Smart Data Strategy

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, ...


Blog Entry
TeamSnap’s April Eastburn on the Power of Empathy in Customer Experience

Being a consumer yourself doesn’t necessarily make you an expert in customer experience, because great CX starts by putting yourself in someone else’s shoes. @April Eastburn , Customer Experience Manager at sports team management app TeamSnap , learned this lesson early thanks to an...


Blog Entry
Member Q&A: ATB Financial's Shannon Burch on Customers' Changing Expectations

Few customers have reason to walk into their local bank branch these days, which creates new challenges but also new opportunities for enhancing customer experience. In this interview, @Shannon Burch , Market Vice President at ATB Financial, shares how this technological shift in personal...