Blog: CX Innovation

Throughout their buying journeys, customers often have questions about a product or service that require assistance from a company representative. But here’s the kicker – they would...

The benefits of being a data-driven organization read like a business leader’s wish list: Predictive customer engagement, more efficient operations, and better-informed business decisions....

Let’s start our story with a man named Jim. A coffee connoisseur, Jim opens a café where he whips up a great cup of coffee but isn’t exactly skilled at brewing up good customer...

Have you noticed how many companies tout themselves as CX leaders? Marketing agencies and data warehouse firms claim CX supremacy through their data and digital prowess. Communication and feedback...

Consumers are generating incredible amounts of data each day. Consider this: It’s estimated that Google processes over 70,000 search queries every second, which translates to about 5.8...

There is no time like the summer to kick back and read a good book on customer experience. My personal favorite this year was Bruce Craven’s Win or Die, an incredibly insightful and fun take...

One of the hottest contact center topics in 2020 will be hybrid human and AI workforces, according to the State of Customer Service 2020 report by the Incite Group. Contact centers are increasingly...

At Forrester’s CX NYC 2019 conference, the message was clear: customer experience has a hit a wall. The failure to understand what customers really want and deliver value has led to...

It’s easy to fall in love with data. Data, metrics, and analytics settle arguments; they inform decisions, predict the future, and add relevancy. It’s why companies rely on metrics such...

We’ve all heard the saying. We’ve all used the saying. Sometimes it’s a fact of conducting business that—if a workflow or technology doesn’t need immediate replacement...