Customer Experience Management

Shark Tank star shares framework for success: writing your goals down

Just how far should you go for a customer? Here are 4 situations where setting boundaries can be good for business

Over the past few years, the customer contact community has been bombarded with talk about artificial intelligence, frictionless experiences, agent engagement, data analytics and omnichannel engagemen...

Businesses almost universally recognize the importance of customer experience personalization. They, in fact, identify personalization as the defining quality of a customer-centric brand.Businesses ar...

This report is provided by:Most businesses recognize the value of customer relationships. They know they stand to reap considerable rewards by transforming from an organization thatsupplies products&n...

One may use fun, informal initiatives to engage employees, but employee engagement is definitely not “just for fun.”It is not simply a “nice to have.” It is not simply a feel-good, “Kumbaya” component...

The information journey is evolving. Consumers seamlessly absorb material across multiple channels and modalities. They search, watch, listen, read, type, and talk, and they can swiftly and intuitivel...

The modern customer journey spans multiple channels and touchpoints. It can start anywhere, anytime and move in any direction. How do you drive engagement during each phase? See the infographic to lea...

Are you looking to help your organization deliver a unique, personalized web self-service experience? By investing wisely now, you can create a self-service strategy that can drive operational efficie...

Your CRM does a great job of tracking all of the valuable information your customers provide, and organizing that information to help agents more effectively up-sell and cross-sell, target marketing e...

As our recent noise at work study proves, it is a growing issue. Open plan contact centers only amplify the noise generated by multiple conversations and telephones ringing. So how big is the problem...

As many reports have shown, customers frequently gravitate toward online tools and other self-service channels when they need an issue resolved. But the fact of the matter is, call volume will not dro...