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The work-from-home model continues to gain popularity as companies seek ways to provide great customer experiences while cutting costs along the way. But most brands still aren’t reaping its full...
Today’s business climate is creating a difficult balancing act for CX leaders. On one hand, they’re looking to provide customers with excellent service while providing omnichannel...
Text messaging is quickly becoming customers’ preferred way of connecting with brands because it’s fast, easy, and convenient. But new research shows customers don’t just want to receive messages...
Artificial intelligence (AI) has been around for decades but its promises – a deeper understanding of customer intent, and better and faster experiences for customers and associates alike –...
Retailers face numerous pressures and challenges: just one bad experience can turn a customer off a brand and companies are expected to deliver 24/7, personalized, omnichannel experiences faster...
When’s the last time you bought a product or service from a brand and then never interacted with that brand again? It probably hasn’t happened often, if at all. Consumers, for various...
Happy customers are the cornerstone of a successful brand, but what does it really take to get them? With so many factors affecting customer interactions it can be hard to know where to focus your...
This year’s Forrester CX conference served as a backdrop for a deeper look at Forrester’s CX Index for 2022, which revealed that CX quality dropped for nearly 20% of brands, the highest...
Companies are putting digital transformation into hyperdrive, as technologies around machine learning, AI, and automation became a necessary connection to a transformed world. What lessons do we...
The sales world moves fast: there’s no time to waste when it comes to boosting revenue. Salespeople don’t have the years it typically takes to hone best practices. They need to know...