The Power of Post-Purchase Personalization
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...
Is The Agentic AI Journey Worth the Drive?
Contact centers are moving faster down the road to increased automation, where machines are becoming the norm and people the exception in customer interactions....
Top 5 Posts in April
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...
Relieving Active and Latent Customer Pain
Every contact center leader knows the obvious pain points customers complain about: long wait times, being passed between multiple agents, and unresolved issues.
Less...
Is AI Contact Center-Ready?
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...
Why Trust is a Must in CX
Trust is the invisible currency behind every strong customer relationship, and once it is broken and lost, it is hard to earn back.
With...
The GPS for the CX
When you look at a map it shows you the geography and the routes to enable you to get to places. But does it...
Ferrying Excellent Customer Service
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’s Loyalty Crisis
Retail is in the middle of a reckoning.
Economic turmoil, rising operating costs, and shifting consumer habits are driving a wave of store closures,...
Top 5 Posts in March
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...
Staffing Amidst the Storm
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,...
A Blueprint to Achieve High-Performing Contact Center CX
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...
Jumping the CX Hurdles
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...
Top 5 Posts in February
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...
Balancing High-Value Customer Interactions
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...
Passing the Test
In 2023, the Chevrolet of Watsonville, Calif. chatbot offered one lucky customer the deal of a lifetime.
The large language model (LLM)-powered negotiator agreed to...
Repairing the CX (and AI) Investments
The contact center industry is facing a customer experience (CX) breakdown that can no longer be dismissed.
The data tells a clear story:
Forrester’s “Global...
The CX Highwire Act
Contact centers have long sought to balance providing loyalty-and-revenue-building excellent customer experiences (CXs) with the costs of supplying them, and with this, supplying superb...
Planning For the Inevitable
Everything faces an end. And technology is no exception.
Indeed, technology systems must be retired when they become outdated, pushed off stage as newer...
Top 5 Posts in January
This month, Jim starts off our list with the importance and benefits of implementing unstructured data integration strategies. Ryan then teaches us about a...
