Technology

Pathlight chief customer officer addresses three contact center challenges that aren’t going away
Sinch IDC conversational engagement research
Only 35% of companies let customers transfer from chatbots to a live agent
Nike Lululemon Mirror lawsuit
The CX stakes in the Nike-Lululemon lawsuit
CX and UX
Why the CX and UX silos need to be broken to deliver better experiences
Simplr QSR customer service research
Less than a quarter of fast food restaurants nail CSAT across the entire journey
digital CX metrics
How to adapt CX metrics amid the shift to digital-first experiences
SOTI from bricks to clicks research
72% of shoppers say delivery woes make them more likely to opt for BOPIS experience
Biden CX executive order
One nation, under CX: What Biden’s executive order means for the future of citizen experiences
CX standout moments 2021
10 Standout CX moments in 2021: Smart moves from Neflix, Nike, Lego and more
AWS outage CX lessons
How AWS can demonstrate some CX leadership after its outage
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