Customer Experience

Accents are deeply personal, shaped by geography, language, socioeconomic class, gender, and by one’s own identity. Just as voice prints can identify individuals, accents...

Digital accessibility is no longer a “nice-to-have.” It’s a business-critical issue that impacts customer experience (CX), operational efficiency, and brand trust. Yet many contact...

Airlines are in the business of taking customer journeys. And they comprise two key steps that are taken together. There is the physical piece of...

In our September 2025 issue, we featured an article, “The Road Ahead for Auto Finance CX,” which examined automotive finance lending and included an...

It seems that everywhere you look these days, the conversation is focused on AI, and our most-read blog posts this month are no exception....

Businesses have no shortage of tools for acquisition and support. This pre-purchase phase is the playing field of many marketers where they can guide...

Contact centers are moving faster down the road to increased automation, where machines are becoming the norm and people the exception in customer interactions....

We start off this month's most-read blog posts with an inside view of the contact center operations of BC Ferries, which provides ferry services...

Every contact center leader knows the obvious pain points customers complain about: long wait times, being passed between multiple agents, and unresolved issues. Less...

AI has been dominating the contact center conversation (as seen by the articles in our publication): and for good reason. The technology’s integration of...

Trust is the invisible currency behind every strong customer relationship, and once it is broken and lost, it is hard to earn back. With...

When you look at a map it shows you the geography and the routes to enable you to get to places. But does it...

Transportation providers have one of the most rewarding and challenging environments in which to deliver excellent customer experiences (CXs), including through their contact centers....

Retail is in the middle of a reckoning. Economic turmoil, rising operating costs, and shifting consumer habits are driving a wave of store closures,...

A favorite annual article here at Pipeline tops this month's top 5. In our "Moving Forward" feature, we kick off each year with advice...

Today’s economic, political, and social climate can best be described as a full-on storm, what with inflation, costs, unemployment rates and changing labor supply,...

Blueprints guide the construction process when building a structure. Building a high-performing customer experience (CX) strategy is no different. The building process starts with...

Running a small or medium-sized business (SMB) comes with no shortage of hurdles, especially when it comes to customer service. Competing with larger companies...

Brendan kicks off this month's top posts with his interview with Richard Boire of Boire Analytics. Richard shares his insights into how organizations use...

Contact center leaders are in a tough place. Executives demand faster results, happier customers, and shrinking budgets. It’s a high-stakes juggling act: chasing efficiency without...