Technology

71% of firms increased their CX budget in 2021
Google Wait Times
How Google’s ‘Wait Times’ feature could change the service experience
Alida global trends report
Alida chief strategy officer suggests how brands can ensure customers feel heard
Coinbase customer service
Why Coinbase’s customer service issues made the nightly news
financial services digital experience
How U.S. Bank and Sun Life are approaching digital experience design in financial services
Scotiabank Google Cloud customer experience
Scotiabank’s chief analytics officer explains the CX goals behind its Google Cloud partnership
Michael Lawder ASAPP
ASAPP chief experience officer reflects on what he learned on the front lines as an agent
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
Medallia, Ipsos execs discuss the key takeaways from Canadian CX data
Coveo VP offers tips to boost CSAT based on habits of top-performing customers
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