Shihab Muhammed talks about the firm’s recent tool to assist with 360-degree employee reviews, and defends NPS as a CX metric
Category: Technology
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
Use Twitter in your CX strategy and boost customer satisfaction 19%, research says
Academics focus on the interactions across four top U.S. telecom providers to understand what “quality care” on the social platform means
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
Zendesk Explore Enterprise adds live team dashboards to help CX pros act faster
Real-time analytics offering will draw from multiple products, where insights can be shared across lines of business
Nuvi execs share all the feels CX pros could identify with its emotion analytics algorithm
Machine learning will help assess whether an experience has elicited surprise, anticipation, trust, joy and more
Formation.ai CEO reminds CX leaders not to forget about the once-a-year customer
Christian Selchau-Hansen says companies need to make more of their data to create experiences for a segment of one
70% of B2B buyers mull switching vendors based on digital purchasing experiences during COVID-19
PROS research shows increased use of digital channels but ongoing concerns about pricing transparency and ease of doing business
AppDynamics exec says CX pros won’t win the race to digitize experiences if IT performance issues are overlooked
Joe Byrne discusses the firm’s Agents of Transformation report and the potential of its Experience Journey Map