Why digital customer engagement is essential now Digital customer engagement is evolving quickly. According to a 2020 survey from McKinsey & Company, consumers’ rate of digital adoption accelerated by three…
The COVID-19 pandemic has, and continues to, take a toll onhealthcare workers. While many individuals may have thought that the worst was behind them, the reality is that the pandemic…
Does NPS still have the same predictive power? The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Eighteen months later, CX pros are still curious…
Unify your approach to hybrid work with World Wide Technology & Cisco IT leaders face several obstacles as they attempt to bring their hybrid work vision to life, from connectivity…
The customer experience is evolving. When we discuss innovation in the customer service space, we immediately jump to digital. When we highlight CX trends, we focus on how fast, seamless…
In 2022, maximizing productivity is a non-negotiable. Over the past two years companies have recognized the value of optimized contact center operations and are working to extensively improve processes, streamline…
Balancing inspiration and alignment What is the employee experience, and why does it matter? Kazoo’s Employee Experience Manifesto plants a flag in the sand. Employees want more than a job.…
A data fabric approach to customer 360 Organizations are looking to use the data they already have, bringing in data of different types from a variety of sources, in order…
Understanding workplace trends and how a data-driven approach can improve employee experience Employee engagement, job satisfaction and well-being is more important than ever. Yet nearly 70% of HR leaders still…
How content sprawl happens, why it matters, and steps every IT leader should take to avoid it Imagine, if you will, the housing sector in much of North America. As…
