Strategy

Microsoft virtual agents CX
Microsoft CX exec says purely automated chatbots didn’t work. Here’s how he got virtual and human agents to work as a team
CX secrets from the Carlyle Hotel
How Pinterest researches customers’ current and future needs
A former military officer writes a field guide to mobilize the CX community
One in four customers say contact centre experiences have gotten worse amid pandemic
easyjet customer service CX
EasyJet head of customer service explains how he’s tackling the hardest CX issues
64% of consumers say they couldn’t get their problem solved via digital CX
UMB Bank, M&G and AES explore CX transformation opportunities in financial services
B2B customer journey map
Only 31% of B2B firms are mapping the customer journey
metaverse cx
The CX we’ll need to make the ‘metaverse’ work
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