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3 Ways to Get Your Sales Targets on Track

The quarter is about to close and your team is at risk of missing its sales targets—now what? As the adage goes, “Do what you’ve always done and you’ll get what you’ve...

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What 2010 Can Teach Businesses About Thriving in 2020

Who were the customer experience leaders in 2010? How has the CX landscape changed since then? As businesses enter a new decade, it’s worth reflecting on how the customer experience—and...

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Stumped on CX Metrics? Ask These 4 Questions to Uncover a Complete Customer Picture

This blog was excerpted from a recent issue of the Customer Strategist Journal. Subscribe today to get the next issue, delivered in January. For most companies, prioritizing the customer experience...

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3 Magical CX Lessons from Disney Plus

On Nov. 12th Disney Plus entered the streaming world and effectively started the Streaming Wars. Amassing 10 million users on day one and possibly matching Netflix’s 60 million in the future,...

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Tell a Story With IoT

IoT (Internet of Things) devices, products that are connected to multiple channels (think Google Home or any smart home device), are redefining how consumers interact with technology, just look at...

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5 Realities of Future Contact Center Workers

As customer service shifts toward automation and self service, new research from Forrester paints a picture of what the future contact center will look like. The call center as we know it is being...

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8 Messaging Myths Debunked

This blog was excerpted from the upcoming Winter 2020 issue of the Customer Strategist Journal. Subscribe today to get the whole story, delivered in January. Messaging platforms like SMS, Facebook...

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Automation and AI are Making Contact Centers More Human

Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections, industry experts laid out the...

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CX Experts Share Tips and Tricks for Getting Messaging Right

The future of customer service rests on an organization’s ability to recognize and meet customers where they are. Incite Group’s 9th Annual Customer Service Summit in Brooklyn focused...

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