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Customer Journey Strategy: Five Ways to use Customer Journey Maps as a Strategic CX Tool

Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge. There are a number of things a business can do to become truly...

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Decoding RPA and Intelligent Automation in the Contact Center

Today’s customers are fast. The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they want, whenever they want. That’s why your contact...

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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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Women in Leadership: A Blueprint for Building a Successful Employee Community

It’s not difficult to understand why gender equality and diversity are smart business practices. It has been well documented that inclusive companies attract, engage, and retain top talent....

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Reach for New Heights in Cloud Contact Center Security in 2020

Consumers gravitate towards the cloud because it’s an easy one-stop-shop for information accessible from many devices. Similarly, businesses with large technology infrastructure and data,...

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Game On: 6 Ways to Boost Employee Performance

Let’s face it: Performance management typically doesn’t elicit cheers from employees. But what if it did? Letting employees know where they’re falling short is one thing, but...

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A First Look at 2020 Retail at NRF’s “Big Show”

New decade, new retail. At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional customer experiences in 2020....

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NRF 2020 Recap: Retail Experiences Re-envisioned

The future of retail is about removing barriers. At NRF 2020, retail partners demonstrated the many ways brands can blend online and offline experiences and combine different data sources to...

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Forget About Channels to Enable Fast, Effective Digital Transformation

Multichannel, omnichannel, single channel – companies have struggled to align customer expectations with CX delivery across the business in the channels customers prefer. It’s a challenge that has...

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Want to Win at Personalization? Let the Customer Lead

Increasingly, customers expect personalized experiences as a standard of service. But as consumers, we all know that the quality of personalized experiences is not equal. As customer expectations...

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