Strategy

Comcast improves agent performance and Valvoline transforms call handling using NICE tools
Intradiem covid working from home
Intradiem CEO names the age-old customer service problem that’s gotten worse as agents WFH
ClearMetal head of CX Elise Le
ClearMetal head of CX: Frontline supply chain staff are acting as the Band-Aid to data quality problems
higher education pandemic plans 2020
CourseCompare founder studies the evolving student experience amid back-to-school season
Ensono women tech conferences
Ensono audit of tech conferences reveals design bias affecting CX of women
B2B influencer marketing CX
TopRank data shows 74% of B2B pros believe influencer marketing could improve CX
Kantar CX+ brand promise
Your inability to articulate a company’s brand promise could explain its CX failures
Impact Michael Head
Impact chief partnership officer advises brands to consider the role of third parties in CX
Merkle consumer sentiment
Customers will only spare one minute to fill out a survey for personalization purposes
Sabio Group research shows CX leaders need to get serious about business continuity planning
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