Customer Contact Strategy and Operations
What is Customer Centricity?: A Guide for 2025
January 16 by Brooke LynchWhat is customer centricity? And what does it mean in 2025? Here is a guide for achieving customer centricity today.
eBook: Slash the cost of agent attrition
December 31 by ASAPP .Discover actionable strategies to reduce agent attrition, lower costs, and enhance workforce retention while driving efficiency in your contact center.
2024 November Market Study: Future of the Contact Center
November 29 by Brian CantorOur annual look at the future of the contact center focuses on what AI will mean for customer service, employee experiences, and artificial intelligence in 2025
Beyond the Contact Center: Reimagining 5 CX Principles in 2025 and Beyond
October 31 by Brian CantorReimagining CX in 2025: Key insights on AI, outsourcing, and tech to elevate the contact center.
Pre-Register: How to Achieve True Customer Autonomy
October 31 by Brooke LynchPre-Register for our upcoming How-To Guide: How to Achieve True Customer Autonomy. You'll get first access to the report upon its release.
Think Twice Before Removing Your Company’s Phone Number
October 28 by Audrey SteevesDigital experiences account for more customer touchpoints than ever, but the phone channel remains on top.
HBR Pulse Survey: Improving Customer Service with AI
October 24 by NICE .Improving Customer Service with Artificial Intelligence
Protecting Customer Data Against Digital Scams
October 04 by Audrey SteevesCombatting digital scams and protecting customer data by improving security in the digital marketplace.
Pre-Register: CX for Travel & Hospitality: Understanding the Dynamic Customer with Analytics
September 30 by CCW Digital EditorIGT Solutions will host this upcoming webinar discussing the dynamic travel and hospitality customer. Pre-register for free today.
2024 September Market Study: Next-Generation Omnichannel CX
September 30 by Brian CantorCustomer contact leaders have spent more than a decade discussing the importance of “serving customers on their own terms” and connecting all touch points in a
Is Your Contact Center Future-Ready?
September 17 by Zoom .In this report written by Adrian Swinscoe, an experimental CX thought leader and best-selling author, discover how integrating a cloud contact center...
How Predictive Experiences Will Power Next-Generation Support
August 30 by Brooke LynchThis report will cover: new research on the current state of customer experiences, solutions for delivering a seamless experience that truly delivers on the...