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Category: Strategy
Blog
Comcast improves agent performance and Valvoline transforms call handling using NICE tools
Execs join the software firm at its Interactions Live virtual event to look back on their challenges and the wins they’ve achieved for agents and customers
Intradiem CEO names the age-old customer service problem that’s gotten worse as agents WFH
Matt McConnell talks about the challenges facing managers, the limits of self-service and the future of physical contact centers
ClearMetal head of CX: Frontline supply chain staff are acting as the Band-Aid to data quality problems
Elise Le talks about the need for greater visibility into the manual work and spreadsheet sprawl that happens across the logistics sector
CourseCompare founder studies the evolving student experience amid back-to-school season
Classes with AR, food delivery services, washable masks — academic institutions are doing more than simply moving everything online
Ensono audit of tech conferences reveals design bias affecting CX of women
Lack of representation persists, but so do basic issues like barstools onstage, lapel mics and no washrooms for female attendees
TopRank data shows 74% of B2B pros believe influencer marketing could improve CX
Buyers want to learn from their peers — especially the high-profile ones whose value is much different than their consumer counterparts
Your inability to articulate a company’s brand promise could explain its CX failures
Metrics like Kantar’s CX+ are exposing some glaring gaps that might not be closed for some time to come
Impact chief partnership officer advises brands to consider the role of third parties in CX
Michael Head unpacks a study the firm produced with Forrester consulting to look at seven stages of managing dealers, agents, affiliates and more
Customers will only spare one minute to fill out a survey for personalization purposes
Merkle research on consumer sentiment shows many find marketing tactics too invasive and delivering little value