Customer Experience

Customer expectations are outpacing the reality of what retailers can deliver in today’s experience economy. Consumers are looking for fast, first-contact resolution during service...

In today’s rapidly evolving digital landscape, payment trends and challenges have become critical focal points for contact centers worldwide. As the primary touchpoint for customer...

Boeing CEO David Calhoun made a statement recently about Boeing’s safety issues. He spoke of an “overexercised” supply chain and factory and this has...

Fraud, unfortunately, has become pervasive in customer interactions, whether these take place in person, online, or yes, through the contact center. The challenges become...

2023 was the year of Generative AI (Gen AI). There were significant levels of investment in advancing machine learning and deep learning technologies resulting...

To kick us off this month, Barry details how AI can help organizations manage and navigate the complexities of today's customer interactions. Next, John updates...

Are you ready to face challenges head-on? The idiom “rise to the challenge” is defined by Merriam/Webster as “to perform so as to succeed.”...

Customers expect excellent products and services from companies and deservedly so. After all, it is their money. Particularly in challenging times like these with...

This month, Michelle kicks off our top 5 with a math equation to take our CX to the next level: CX + EX +...

Call centers know that a stellar customer experience (CX), whether it’s servicing customer issues or calling a potential buyer, is critical for generating positive...

The idiom “rules of engagement” has its roots in military action. It has been applied to business when it comes to codes of conduct,...

Stop me if you’ve heard this one before. You’re waiting on the phone to connect with a customer service agent. Once you connect, you...

As seen by slower mall traffic and stacked boxes on doorsteps, online shopping remains on the rise and shows no signs of slowing down....

A market shattering move into a UCaaS offering “You’re joking, right?” “So what’s the catch?” These are the most common questions, among others, that have...

Proximity is defined as “the property of being close together.” The concept of “Land of Opportunity” is one in which individuals have ample chances...

According to research by Gartner, companies focusing on a total experience (TX) strategy will beat their competition by as much as 25% in terms...

Business process outsourcing (BPO) first gained traction in the late 1990s and has undergone a dramatic transformation since those early days. In its infancy,...

Mark McKinney starts off the top 5 this month with his article unpacking the FCC's recent rulings. He explains the rulings and how they...

What comes to mind when you think of fantastic customer experiences (CXs) you’ve had? If you’re like me, I think of the agent who went...

As the saying goes, “You can’t please everyone.” But when it comes to business, pleasing your customers should always be your top priority. Developing long-lasting...