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Cut the Fluff: 3 Practical Tips for Omnichannel Success

Consumers today live in an omnichannel world. They expect to be able to engage with businesses through the channel of their choice at any time and receive a consistent experience across channels....

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VOC Analytics: 5 To-Dos in the New Era of Data

Capturing customers’ expectations, aversions, and preferences—i.e. listening to the voice of the customer (VOC)—is table stakes for most organizations today. It has proven to help...

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How to Tell If Your B2B Website Is Customer-Centric

Marketers, if your B2B website was on a “first date,” would it get a second one? For many websites, the answer is probably “no,” according to recent research by Forrester....

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Become Pitch Perfect with Speech Analytics

This blog was excerpted from the upcoming Summer/Fall 2019 issue of the Customer Strategist journal. Subscribe today to get the whole story, delivered in September. Whether riding a bike, acing...

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Contact Center Leaders: Look Back to Look Forward

Customer Contact Week -- a conference focused on customer experience and customer care technology and trends -- recently celebrated its 20th anniversary in Las Vegas. So, how has the customer...

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CX Experts Share Chatbot Mistakes (and Remedies)

The belief that chatbots can serve customers faster and more cost effectively than humans has fueled immense interest from businesses of all sizes. However, many companies are taking the wrong...

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Real Time Speech Analytics to Power Voice of the Customer Insights

These days, even if a customer care associate fails to notice that a caller is frustrated—the software analyzing the call doesn’t. As automated solutions like IVR and chatbots answer...

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Reform Your IVR for a Better CX Future

This blog was excerpted from the upcoming Summer/Fall 2019 issue of the Customer Strategist journal. Subscribe today to get the whole story, delivered in September. Many customer...

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3 Steps to Inside-Out AI

Artificial intelligence is expanding across the customer experience world. Brands are looking for ways to cut costs while minimizing negative impact on customers. And one of the most significant...

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Forrester CX NYC 2019: How to Break Through Stagnant Customer Experiences

At Forrester’s CX NYC 2019 conference, the message was clear: customer experience has a hit a wall. The failure to understand what customers really want and deliver value has led to...

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