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3 Essential Steps to Prepare Bots and Employees for Shared Success

Raise your hand if this describes your firm: Everyone wants to be innovative, but not everyone wants to change. Consider automation. Employees understand the benefits of automation and bots but...

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Stumped on CX Metrics? Ask These 4 Questions to Uncover a Complete Customer Picture

This blog was excerpted from a recent issue of the Customer Strategist Journal. Subscribe today to get the next issue, delivered in January. For most companies, prioritizing the customer experience...

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Want Actionable 360-Degree Customer Views? Start with these 4 Steps

Consumers are generating incredible amounts of data each day. Consider this: It’s estimated that Google processes over 70,000 search queries every second, which translates to about 5.8...

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Cut the Fluff: 3 Practical Tips for Omnichannel Success

Consumers today live in an omnichannel world. They expect to be able to engage with businesses through the channel of their choice at any time and receive a consistent experience across channels....

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Real Time Speech Analytics to Power Voice of the Customer Insights

These days, even if a customer care associate fails to notice that a caller is frustrated—the software analyzing the call doesn’t. As automated solutions like IVR and chatbots answer...

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Want to Win the Automation Race? Start with People and Processes

In the age of voice assistance, chatbots, and AI, it’s tempting to be an early adopter and implement the latest automated capabilities. But there’s a price to pay if the implementation...

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If Your CX Strategy doesn’t include Employee Performance, You’re Doing it Wrong

Investing in the customer experience while neglecting one’s employees is like building a house with a grand exterior that lacks inside plumbing, heating, and electricity. Sure, the house...

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For the Customer’s Sake, Deploy AI the Right Way

Every day it seems there’s a new opportunity for AI and machine learning to transform people’s lives. A lot of the AI coverage is focused on futuristic advances in automation like...

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Use AI to Make Self-Service More Human

Amazon is reportedly considering opening thousands of no-checkout Go stores by 2021. It’s not a mystery why consumers and business owners would embrace AI-powered self-serve options like...

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10 Buckets to Dig Your Way Out of Subpar Customer Experiences

For many customer experience leaders, trying to keep up with the processes, journey maps, and data points that make up today’s customer experience can feel like being on a boat that’s...

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