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In February I predicted this was going to be the year that companies would re-commit to customer centricity. AI innovation and the expanding omnichannel environment made everything more connected,...

Personal information is like uranium—it generates kilotons of energy, but it can also be a killer if mishandled. Just look at the recent Marriot’s Starwood data breach, which put some...

The use of chatbots in the customer care space is a hot topic for contact center leaders. Chatbots are an essential AI program that contact centers are utilizing for simple customer tasks and...

Consumer spending is up, but so are expectations for great experiences and deals. Consumer confidence is at an 18-year high and holiday shoppers are ready to spend. Total retail sales in the U.S...

Executives and experts came together to discuss the importance of using data analytics to enhance customer experiences at the recent TTEC event, "Humanizing Digital Through Analytics."...

The United States labor market is at record unemployment, with more than one job available for every unemployed person. It’s the best job market in modern history for workers. But on the...

Patagonia is endorsing two political candidates. Nike’s Colin Kaepernick ad spurred some customers to burn their sneakers. Are brands throwing out the rulebook on avoiding social and...

We live in a world where everything but experience is being commoditized, and experience delivers greater returns when done well. That’s why organizations need customer-centric leadership to...

This is the first part of our series on how to dig your way out of a subpar CX. Amazon is reportedly considering opening thousands of no-checkout Go stores by 2021. It’s not a mystery why...

At Incite Group’s Customer Service Summit, executives and thought leaders discussed how to deliver the best customer service in a growing omnichannel world. A big theme was how to utilize AI...