Beyond the chime of festive bells and the melodies of carols, the tune of the holidays reverberates with sales pitches and “buy now, pay later” deals. In 2023, consumers jammed to this music earlier than expected. Let’s dive into some of these key insights and learn a better way to prepare for...
Today’s brands face the challenge of balancing growth with limited resources. How can teams scale operations without inflating costs and maintain personalized customer experiences ? In a recent panel at Gladly Connect Live 2024 on “Doing More With Less,” CX leaders from Crate &...
AI has become an integral part of the modern business landscape, with some brands already leveraging its power to transform their operations. In a recent Gladly Connect Live 2024 panel , CX leaders from three brands — Rothy’s , Breeze Airways , and BSN Sports — discuss their...
Whether it’s semi-annually, annually, or even after several years, software contract renewals are a crucial moment for technology buyers at every company. From picking CMS infrastructure to choosing customer service software, these third-party solutions play an integral role in an ecommerce...
What Is CX Maturity? Customer experience is about far more than just a customer’s latest interaction with a brand, its products, or its services. It’s about more than that brand’s retail or support teams. It’s even about more than the people and processes behind those teams. Take a...
Implementing the latest brand loyalty strategies can take you one step closer to achieving brand love with your customers. But first— what is brand love ? For our State of Brand Love report, we surveyed 3,375 consumers to build a framework for identifying, improving, and...
Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations...
Connecting Employee Wellbeing Initiatives and Exceptional Work Experiences In today’s dynamic and fast-paced business environment, organizations are increasingly recognizing the profound impact that employee wellbeing has on their overall success. A happy and healthy workforce not only...
It shouldn’t surprise anyone that the brands most loved by customers are also the most trusted brands. And our recent research on brand love backs this up. In our State of Brand Love report, we surveyed customers to build a framework for identifying, improving, and growing brand...
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