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Customer experience is fluid. Social factors, environments, and technology shape people’s expectations and the interactions they expect from the brands they shop with. As a part of the CX Pod’s...

There’s no denying the vital role contact centers play in brands’ ability to meet customer needs quickly and efficiently. When done well, centers offer seamless experiences by...

It’s Pride Month 2021 and brands known for offering great customer and employee experiences are marking the occasion by taking a thoughtful approach to the annual celebration of the LGBTQIA+...

Fraud has always been a damaging, costly part of doing business – and it’s only become a bigger problem for contact center operators as they grapple with a surge of calls amid the pandemic and con...

For the first time in history, there are 5 distinct generations currently in the workplace. People in their 70s mingle with those just old enough to buy lottery tickets. From fresh-faced digital...

Last Christmas, my son Emerson received his first drone as a gift from his grandparents. He was so excited and couldn’t wait to get out and use it - but unfortunately, despite many attempts,...

Social media enables people of various backgrounds, cultures, and communities to connect and share special life events. It has also become an uncertain ground for malicious content. Misinformation,...

Propelled by the pandemic, retailers transformed their services, products, and customer experience at breakneck speed. More changes are ahead as consumers emerge, ready to spend with high CX...

At a time when customers want great experiences at an increasingly faster pace, automation plays a crucial role in helping brands deliver. When done right, automation creates effortless experiences...

This guest article first appeared on Route Fifty When the COVID-19 pandemic hit, government agencies and organizations were forced to quickly innovate to meet a sudden rise in citizen inquiries and...