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Understanding where your customers are and how to reach them in a seamless fashion is the cornerstone of any modern customer experience. Unfortunately, by the time a customer typically reaches your...

It’s fair to say that this will be a holiday season unlike any other. Not only are retailers contending with a pandemic and an economic recession, they are expected to provide a safe shopping...

It’s time to admit that we’ve made a Frankenstein ‘Monster’ in the cloud customer experience space. Contact center leaders began their cloud journey by shifting over a few...

The importance of customer loyalty and retention can’t be overstated. Loyal customers are less price sensitive and more likely to make frequent purchases—in addition to being brand...

There’s a mantra for the new normal: Don’t waste my time. The novel coronavirus sent organizations scrambling to assert their dominance in the digital space, and with this came a...

Over the past 10 years we've seen this buzzword called “omnichannel” come into play. This has left organizations with a channel-first strategy that ironically led to less access and...

At the start of 2020, many CEOs had modest to high growth goals for their organizations. And then the COVID-19 pandemic struck. How have CEOs’ goals and priorities shifted in today’s...

What does it take to shut down a contact center? In the age of coronavirus, all it takes is a lackadaisical approach to cleanliness and preparation to impact the way that employees and customers...

Businesses in every industry are continuing to deal with the effects of COVID-19. With many previous predictions on the US economy now registered moot, experts are now weighing on what it means to...

The customer experience (CX) technology market is hot right now. The pandemic revealed just how poor most companies’ CX infrastructure is and exposed wide gaps in how companies interact with...