June 30, 2020 Blog Contact Center Speech Analytics: 5 Speech Analytics Technology Myths and Tips to Overcome Them
March 17, 2020 White Paper What We Learned When Investigating Mobile Messaging CX at 20+ Companies Today's top CX leaders are using Messaging, Apple Business Chat, and Live Chat as the go-to B2C communication channel during challenging times, like the coronavirus outbreak.
August 22, 2018 Case Study Airlines Airline loyalty member satisfaction takes off with proactive partnership NPS jumps 104% and calls drop 33% due to proactive analysis of customers intents
January 16, 2016 Customer Strategist Change the Voice of Customer Conversation in the Contact Center Answer “why” questions to uncover opportunities to improve the customer experience.
January 5, 2016 Customer Strategist Customer Insights Begin With Customer Data: Get a 360-degree View of Your Customers
October 12, 2015 Customer Strategist When Customers Come First, Business Benefits Follow Winners of the 2015 Gartner & 1to1 Media Customer Excellence Awards detail some unanticipated rewards of a dedicated focus on customer engagement.
July 7, 2015 Blog Voice of the Customer Best Practices and Strategy Dispel four common myths and incorporate digital and mobile voice of customer best practices to gain valuable customer insights.
