LATEST ARTICLES

ROI of Operationalizing Data to Boost Customer Success Results

This report will provide an overview of the business impact observed by companies that use an integrated view of customer and operational insights to address changing needs of buyers...

The Ultimate CX Agent Guide

Customers embraced technology to manage all aspects of daily life and set off a digital disruption that forever changed how businesses interact with them. To meet new customer expectations,...

Cultivating a Future-proof Customer Journey Strategy

When the pandemic forced a seemingly overnight exodus from in-person to online, consumers and businesses were thrust five years forward in digital adoption. Contactless consumers spent more time online...

The State of Contact Center Transformation in the New Digital World

The effects of the pandemic have greatly accelerated the pace of change in contact centers, and there is no going back to how things were. Deprived of the ability...

Journey Mapping the Digital-First Customer Experience

If you’re ready to understand where your customer has been and how to support them for where they’re going, mapping the digital experience is one of the most important...

14 Innovative Personalization Ideas for the Digital-first Customer

Prior to 2020, customer personalization was a nice thought. Many contact leaders struggled with providing the ideal experience with departmental silos, legacy systems, fragmented customer data, and disjointed customer...