Blog: CX Innovation

You’ve invested in best-in-class automation tools but they’re not delivering the results or ROI you were expecting. Sound familiar? It’s frustrating to watch customers (and money)...

For centuries, explorers have used the North Star for navigation into unknown lands and open seas, due to its unwavering position in our sky. Leveraging this fixed and unchanging light in the night...

Few people think much about tolls, except when they drive through them on the highway. From the operational side, however, there’s a lot that goes into creating an integrated experience to keep...

Text messaging is quickly becoming customers’ preferred way of connecting with brands because it’s fast, easy, and convenient. But new research shows customers don’t just want to receive messages...

Retailers face numerous pressures and challenges: just one bad experience can turn a customer off a brand and companies are expected to deliver 24/7, personalized, omnichannel experiences faster...

When’s the last time you bought a product or service from a brand and then never interacted with that brand again? It probably hasn’t happened often, if at all. Consumers, for various...

Happy customers are the cornerstone of a successful brand, but what does it really take to get them? With so many factors affecting customer interactions it can be hard to know where to focus your...

Summer may be just around the corner, but retailers are already preparing for the biggest shopping period of the year – the winter holiday season. While supply chain issues, labor shortages,...

As high-tech companies charge ahead with plans to drive renewed growth, employee demands to retain a virtualized work environment has thrown a wrench into those plans. There are no easy answers but...

There’s no question: the public sector, like many in the private sector, is facing unprecedented labor challenges. Agencies face the headwinds of a changing labor market, in which employees...