Blog: CX Analytics
Recent Posts
Diversity and inclusivity conversations are no longer taboo workplace topics. Given the social justice events and topics making headlines around the world, avoiding them is no longer an option. Yet...
Direct or branchless banking should have flourished in an environment where the COVID-19 pandemic accelerated a shift to digital channels, but it’s more complicated than that, according to J...
Most contact center leaders know analytics can unlock insightful clues for improving associate performance, making processes more efficient, and raising customer satisfaction levels. But with so...
In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial...
Among the many impacts the COVID-19 pandemic has had on government, one of the biggest has been the onslaught of calls, inquiries and requests for information swarming government agencies - unlike...
The Centers for Medicare and Medicaid Services (CMS) is raising the stakes on patient and member experience for health insurance organizations. CMS recently introduced changes to its Five-Star...
Customer experience (CX) and customer engagement may seem like different names for the same concept, but they aren’t. While companies sometimes use the terms interchangeably - and, even more...
As many sports fans know, the book (and later, movie) “Moneyball” tells the story of the Oakland Athletics’ 2002 season - specifically, how the team’s General Manager Billy...
We’ve all made it through a tough year, and some of the year’s unique challenges will help to shape a more meaningful future. 2020 was more than recognizing the new-normal; it was time...
In 2020, we can always use another round of happy hour. Luckily, TTEC’s Liz Glagowski reunited with CX expert Dan Gingiss for their second LinkedIn Live ask me anything, EX for What’s...