The CX World Grapples with a ‘People Paradox’ Issue
By Alex Gaw September 21, 2022
A new report by MIT Technology Review Insights points to a grim irony currently at work in the way CX employees are treated by business concerns in the post-pandemic era. A so-called “people paradox” is discernible when it comes to CX staff,...
Read More
Mitigating Product Design Issues with CX
By Keith Kirkpatrick September 16, 2022
In an ideal world, a company’s products and services would be designed with feature sets, usability, and functionality tuned to each individual customer’s bespoke preferences and needs. Such a business model is neither economical nor practical,...
Read More
Reducing Negative Peaks to Improve CX
- By Keith Kirkpatrick September 13, 2022
The “Peak-End Rule,” which is based on research conducted by Daniel Kahneman and Barbara Frederickson, posits that humans assign a greater level of weight or importance to the most intense positive or negative moments, or peaks, during an...
Read More
Managing Customer Complaints Effectively and Efficiently
- By Keith Kirkpatrick September 12, 2022
Even when an organization has taken a proactive and thoughtful approach to delivering an excellent experience, there are bound to be customer complaints. These complaints can be centered on the failure of a product or service to live up to the...
Read More
New Research from 451 Research, Optimizely, Relay Network, Gartner, and Gladly
- By Alex Gaw August 29, 2022
451 Research: Conversation Automation Is a Must for Companies Businesses that adopt conversation automation solutions powered by artificial intelligence (AI) are more likely to stand out in the market and successfully engage with today’s savvy...
Read More
Supporting Live Agents with Robust Technology Is Still Key to Enabling Excellent CX
- By Keith Kirkpatrick August 17, 2022
Customer experience (CX) is defined as the totality of a customer’s experience with a product, brand, or service, encompassing all interactions pre, during, and post transaction. Communications service providers (CSPs) are faced with myriad...
Read More
Using Callbacks to Improve CX and Drive Revenue
- By Keith Kirkpatrick July 19, 2022
One of the key techniques deployed by organizations amid the COVID-19 pandemic was the use of callbacks, which were utilized to reduce inbound customer service inquiries. If a customer called into a company’s contact center and a live agent was...
Read More
Medallia to Purchase Callback Technology Provider Mindful
By Sherril Hanson July 15, 2022
Medallia has signed a definitive agreement to acquire contact center callback technology provider Mindful from Alpine Investors. The proposed acquisition is subject to regulatory approval, and is expected to close in the third quarter of this...
Read More
Reducing Noise to Elevate Voice Interaction CX
- By Keith Kirkpatrick July 14, 2022
One of the most frustrating aspects of voice conversations between a customer and a contact center worker is the presence of loud, distracting background noise. Extraneous noise can not only make these interactions unpleasant, but can also impact...
Read More
Utilizing Automated Ticket Correlation to Improve CX Responsiveness
- By Keith Kirkpatrick July 1, 2022
The delivery of excellent CX is driven by a variety of factors, but the ability to handle customer service and support issues quickly and efficiently cannot be overlooked, particularly in the hyper-competitive telecommunications sector. The...
Read More
Amazon Connect Adds Three New Contact Center Capabilities
- By Alex Gaw June 30, 2022
Three new capabilities have been added to Amazon Connect, the cloud virtual contact center of Amazon, aimed at improving contact center productivity and customer satisfaction. The capabilities are Amazon Connect Cases, Amazon Connect Outbound...
Read More
Deloitte Digital Unveils TrueServe to Transform Contact Centers
- By Alex Gaw June 29, 2022
Deloitte Digital, the digital agency focused on services and offerings to elevate CX, is launching a new cloud-based solution for contact centers with TrueServe, an integrated suite of technologies that the company says is designed to deliver a...
Read MoreLatest Research
Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
Read MoreCX in the Healthcare Industry
Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
Read MoreCX Market Forecasts
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Read MoreCustomer Insights & Feedback
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
Read More