WHY MODERNIZE TO A CLOUD PLATFORM? Cloud computing is foundational for companies that are ambitious about moving and transforming at speed, meeting elevated customer expectations, and future-proofing their business. In…
What’s here and what’s next in customer experience for your business? In the constantly evolving landscape of the digital era, the role of customer experience (CX) is front and center…
In 2023, generative AI took center stage, promising to boost productivity and elevate customer service. In fact, a staggering 70% of organizations explored generative AI last year. As we look…
How Utility Companies are re-thinking their CX in their contact centres – Keith Gait, MBA CCXP at the Customer Experience Foundation, shares insights from their latest Utilities CX report. The…
We’ve all heard the quote: it takes five times as much money to acquire a customer as it does to retain one. For some industries, acquisition is key, but there…
Few industries today are as competitive as fashion. Brands must compete with both long-established brands with global followings and small scale designers selling their products via eBay, Amazon, and Etsy.…
AI is revolutionizing customer service at an unprecedented pace The arrival of modern, generative AI is as significant as the birth of the internet. It’s set to disrupt all industries…
Adobe FrameMaker EssentialsPart 8: Streamlining your Workflow Recording The recording of this webinar is now available on YouTube here. The recordings of all sessions of the FrameMaker Essentials series are…
In my role as Heart of the Customer’s mapper-in-chief, I get the opportunity to view a lot of journey maps. Beautiful ones, ugly ones, those built to drive change, and…
In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those…
