Blog: CX Analytics

The easiest way to illustrate “transparency” in healthcare costs is to look in a mirror and ask yourself the following three questions: “How much did it cost for my last doctor...

Most of today’s consumers are familiar with Apple’s Siri platform, which enables iPhone users to convert voice commands into digital action. But, as speech technology begins to...

Understanding the rapid pace of change in today's business environment is no simple task. Customer sentiment changes rapidly and churn rates wreak havoc with bottom-line results. As a result,...

The New York Times recently published a story outlining the potential benefits and dangers in predictive health analytics. The article, “When a Health Plan Knows How You Shop”...

For years, marketers have romanticized the notion of an omnichannel experience. Yet, while many talk about breaking down the departmental silos that stall progress, few have successfully...

In this age of globalization where companies are expanding to new markets across the world, business leaders must also consider the convergence toward a global contact center model.Businesses that...

Many companies struggle to support today’s omnichannel customer. Managing customer interactions across multiple channels continues to be increasingly complex for contact center services and...

Though digital marketing isn’t exactly new, the space continues to evolve with breakneck speed, keeping companies on their toes as they grow to meet consumer demand. But, with an expanding...

Attendees at IQPC’s Call Center Week conference explored a wide range of topics, from cloud contact center platforms to workforce management. But, there were two themes that clearly echoed...

The traditional sales funnel is broken, costing millions of dollars in lost revenue and customer relationships. Organizations of all shapes and sizes are missing opportunities and experiencing a...