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Blog: CX Analytics

Recent Posts

Reinvent the “New Normal” Customer Experience

There’s a mantra for the new normal: Don’t waste my time. The novel coronavirus sent organizations scrambling to assert their dominance in the digital space, and with this came a...

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Survey: 67% of CEOs Expect to Hit Original 2020 Growth Targets

At the start of 2020, many CEOs had modest to high growth goals for their organizations. And then the COVID-19 pandemic struck. How have CEOs’ goals and priorities shifted in today’s...

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Forrester’s 2020 CX Index Report: CX Scores Rise Even During COVID

Businesses in every industry are continuing to deal with the effects of COVID-19. With many previous predictions on the US economy now registered moot, experts are now weighing on what it means to...

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6 Ways to Unlock the Hidden Value of IT in CXaaS Programs

The customer experience (CX) technology market is hot right now. The pandemic revealed just how poor most companies’ CX infrastructure is and exposed wide gaps in how companies interact with...

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4 Questions to Decide if Contact Center Outsourcing is Right for You

There’s a common misconception around the term, “contact center outsourcing.” Many business leaders assume it is mainly a cost-cutting measure. What they don’t realise is...

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Contact Center Speech Analytics: 5 Speech Analytics Technology Myths and Tips to Overcome Them

There is a bias that call recording software is only good for listening to past calls for quality assurance and compliance. In reality, speech analytics is a valuable tool for any customer service...

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Why CXaaS Matters, and How It’s Good for Your Business

You may have heard the phrase, “customer centricity is a journey, not a destination.” A good customer experience (CX) program is never complete. It should be continuously refined and...

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Consistent CX Builds Customer Loyalty in Uncertain Times

Creating an outstanding customer experience may catch a customer’s attention but unless it’s a consistent experience, it won’t win their loyalty. Especially at a time filled with...

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5 Innovations Reshaping Contact Centers for a Post-Crisis World

The Coronavirus pandemic has led to tectonic shifts in how people live and work all around the world. Social distancing and stay-at-home orders have upended traditional societal norms for work,...

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3 Ways Automation Provides Authenticity at Scale in a Crisis

Customers want to be heard in times of uncertainty, but massive call spikes and closed offices are some of the challenges getting in the way of the human connection that’s desperately needed...

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