Blog: CX Analytics

Social media is exploding as a customer service channel, but companies are struggling to catch up with the demands of today’s socially savvy consumers. Who is winning in the game of social...

Customers share a great deal about themselves through their multichannel interactions. Between social media posts, recorded contact center exchanges, email, text, and other types of communications,...

Financial services customers are using digital communication channels more and more. Today, they transact across the web, mobile, social, and other self-serve channels. As they interact with...

Delivering an optimal customer experience has long been a priority for forward-thinking companies, becoming even more important in today’s connected and social world. But, even the best...

Chief sales officers, like fighter pilots, understand the strategic importance of navigating the OODA (observe, orient, decide, and act) loop; they also know all too well that it is becoming...

 Evidence shows that customers are frustrated with the service they get when they call companies’ contact centers. Cumbersome Interactive Voice Response (IVR) systems, long wait times,...

The explosive growth of smartphones, texting and social media have forever changed the customer service landscape. The messaging, chat, mobile browsing, and app-based capabilities of smartphones...

The fundamentals of good customer service haven’t changed, but rising volumes, multiple product offerings, and the proliferation of customer channels and devices have created the business...

It is clear that the old ways of doing business are obsolete. Higher out-of-pocket costs have motivated consumers to familiarize themselves with products and services online before making buying...