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Did you know that cybercriminals can penetrate 93% of company networks?It’s a jarring statistic but it’s true. Research shows the danger and cost of cyber incidents are the biggest...

Workers increasingly want to feel energized and valued at their jobs, and in today’s tight labor market companies that don’t prioritize employee engagement are losing talent to brands...

In retail, it’s all about the sale. But it’s important to remember that sales aren’t just made by in-store employees, e-commerce sites, and apps. Your contact center holds huge...

Improving customer experience is a constant work in progress, and valuable insights can come from anywhere. The customer experience (CX) landscape is rapidly evolving and, to outperform the...

In the contact center industry, it is commonly known that soft skills are critical to building trust and connection with consumers. One of the most important pillars of these skills is empathy....

In this time of economic uncertainty and rapidly developing technology disruption, the ability to stay nimble is paramount.  On one hand, the economic reality demands that companies be...

No gamer wants to contact customer service to resolve a problem. They often don’t have access to the game that they’ve already paid for, and many feel like they should be able to solve...

Optimists call it the “democratization” of artificial intelligence. Skeptics say it’s a shrewd maneuver to secure reliance on one hyperscaler’s AI platform, tools, and...

In many ways, it’s never been harder to recruit and retain top customer experience (CX) talent. Brands are grappling with the harsh realities of rising labor costs and employee expectations...

*This blog is excerpted from 1to1 MediaLast week was one of the CX industry’s biggest events — Customer Contact Week. Of course, the hot topic of the show was AI and how it can be...