Omni-Channel

Let us first define what customer experience (CX) is: Customer Experience (CX) is how an…

Why are we talking about the automotive industry separately? The automotive industry is different from…

Let us first take a moment to define what inbound and outbound customer service are…

Contact center technology has significantly evolved over the past two decades and more so in…

How do you get invaluable insights into the needs, preferences, and experiences of your customers?…

McKinsey reports that 71% of consumers expect personalization, and 76% get frustrated when they don’t…

The customer experience and employee experience are two areas that are often compartmentalized. In reality,…

Every organization will gain from providing an exceptional customer experience. After all, customers are the…

Gartner defines contact center as a service (CCaaS) as a service (SaaS)-based application that enables…

Should you look at digital channels for your customer engagement? In the past, most organizations…

A customer relationship lifecycle is called a lifecycle because it depicts the life of your…

I participated in a discussion a few months ago. One of the first statements made…