Customer Service Trends Report 2024
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 Essentials Part 8: Streamlining your Workflow
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…
Books About Customer Experience: 9 Best Reads for CX Professionals
When it comes to understanding customer satisfaction, books on customer experience management are essential tools. They provide insights into how to keep customers happy and loyal. Did you know, according…
Experiences Designed for Everybody Satisfy Nobody
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…
A Journey of One: The Future of CX
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…
What’s in a Name? Your Ability to Please Your Customers
I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by John Mackey and Rajendra Sisodia.…
Customer journey mapping tools don’t address the most critical challenges
There are a ton of journey-mapping tools out there. I’m most familiar with Touchpoint Dashboard, but I’ve had demos from many others. They all excel at certain components of journey…
Unified Endpoint Management and Security in a Work-from-anywhere World
Endpoint Expansion and Diversity Continue Unified Endpoint Management and Security Beyond Traditional Devices Organizations are facing new levels of diversity in device types and operating environments. Withhybrid work dominating most…
Driving CX Excellence: Bridging Technology and Human Connection for Increased Sales and Lasting Loyalty
What makes your brand stand out to customers? Without a way to impress customers and make a true, emotional connection, brands won’t differentiate themselves from their many competitors. In a…
Revolutionizing Customer-Centric Solutions with AI-Powered Advanced Personalization
Personalization is a significant customer expectation — and one many organizations haven’t achieved yet. According to McKinsey & Company, 71% of consumers expect companies to deliver personalized interactions, and 76%…