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Getty Images: The Secret to Impactful Images is Thinking Consumer First

What insights can be found in the many photos, images, and other visual content that brands use to convey messages to customers? In a survey of more than 10,000 consumers and professionals across...

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How to Win Brand Loyalty in an Age of Choice

It’s unquestionable that brand loyalty has suffered at a time when consumers have a multitude of product choices—but it’s hardly dead. A recent study by the research firm Brand...

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Contact Center vs. Call Center: 6 Key Differences and Why it Matters

Does your business need a call center or a contact center? Although these terms are often used interchangeably, there are key differences between these common business communication models....

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Women in Leadership: A Blueprint for Building a Successful Employee Community

It’s not difficult to understand why gender equality and diversity are smart business practices. It has been well documented that inclusive companies attract, engage, and retain top talent....

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A First Look at 2020 Retail at NRF’s “Big Show”

New decade, new retail. At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional customer experiences in 2020....

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NRF 2020 Recap: Retail Experiences Re-envisioned

The future of retail is about removing barriers. At NRF 2020, retail partners demonstrated the many ways brands can blend online and offline experiences and combine different data sources to...

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Want to Win at Personalization? Let the Customer Lead

Increasingly, customers expect personalized experiences as a standard of service. But as consumers, we all know that the quality of personalized experiences is not equal. As customer expectations...

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Find the ROI in CX

In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to become customer-centric organizations. But when...

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What 2010 Can Teach Businesses About Thriving in 2020

Who were the customer experience leaders in 2010? How has the CX landscape changed since then? As businesses enter a new decade, it’s worth reflecting on how the customer experience—and...

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Automation and AI are Making Contact Centers More Human

Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections, industry experts laid out the...

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