Technology

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
How Pinterest researches customers’ current and future needs
Genesys human values contact centers
Only 9% of contact center agents list ‘quality, empathy and listening’ as greatest strengths
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
metaverse cx
The CX we’ll need to make the ‘metaverse’ work
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