WFM TECHNOLOGYVALUE MATRIX 2023
THE BOTTOM LINE Organizations that employ hourly workers are under intense pressure to keep operating costs low and productivity high. The ongoing uncertainty of the greater work landscape and economic…
7 CRITICAL CX TRENDS FOR YOUR 2024 STRATEGY
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…
Magic Quadrant for Digital Experience Platforms
Strategic Planning Assumption By 2026, at least 70% of organizations will be mandated to acquire composable digital experience platform technology, as opposed to monolithic suites, compared to 50% in 2023.…
Use purpose built AI to win the CX race
Let’s get your generative AI muscles warmed up Customers demand that brands deliver fast responses to questions and pivot quickly to resolve issues. These expectations are not going away, and…
GenAI and the Top 5 Priorities of Customer Service in 2024
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…
Next Customer Experience Summit
The Countdown Begins! Excitement is building as we’re just over 2 weeks away from the highly anticipated Next Customer Experience Summit! Mark your calendars for March 14th and get ready…
Keep Up With CX Expectations: Meeting the High Bar Set By Retailers
Keep Up With CX Expectations: Meeting the High Bar Set By Retailers – Martin Taylor, Co-Founder and Deputy CEO at Content Guru discusses The latest UK Customer Satisfaction Index painted…
How Utility Companies are Re-thinking their CX
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…
How Excellent Customer Service Can Retain Customers
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…
How to win in a rapidly changing fashion industry
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.…