blog

Let’s face it: customers hate using Interactive Voice Response systems (IVRs). They particularly dislike having to enter a seemingly endless series of prompts, wondering if they’ll ever...

Customer journey maps come in a variety of flavors, depending on the business problems you are solving for. Some high-level examples simply seek to define customer lifecycle and outline...

The advertising and marketing industry has been in a state of flux for several years now, and 2018 was no different. Brands sought more control over their ad dollars; new privacy regulations were...

Not every company needs an outsourcing partner. As a customer experience outsourcing organization (CEOO), this seems like an antithetical statement. But with a track record of having developed and...

A recent report, “The State of Digital Transformation,” echoes what business leaders of every stripe are realizing: digital is pervasive. Firms are under pressure to adapt or create new...

As we welcome another New Year, the race to deliver exceptional customer experiences is as competitive as ever. Customers are challenging brands to deliver value and convenience that’s...

The mood at this year’s National Retail Federation (NRF) “Big Show” conference in New York was upbeat and optimistic. The event was packed and the news was good—2018 retail...

Customer experience journey mapping concepts and practices inhabit the critical space of experience design. If you are thinking about creating a customer journey map at all, you have probably come...

The value of trust helps people choose who they associate and confide with on a daily basis. But what happens when a company is dishonest with their customers or acts unethically? This year, data...

Every day it seems there’s a new opportunity for AI and machine learning to transform people’s lives. A lot of the AI coverage is focused on futuristic advances in automation like...