Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

Nailing personalization at scale is like unlocking a money cheat code for companies, but it's not an easy feat. Customers today expect highly personalized experiences from the brands they interact ...

Someone clicks your ad on Facebook, and they choose to purchase the item for sale. We’d be in Utopia if that’s how 100% of user interactions panned out. However, as you might have guessed, such ...

As a systems integrator, you understand the importance of growing your business. Delivering superior customer service at every touchpoint is one way to do that. Focus on customer service and the good ...

Researchers have long understood that customer satisfaction is not a simple equation. Every interaction a customer has with a ...

Key idea: Practice and implement the fundamentals. Do the things you know you should do (because they work!), do them well, and do them consistently. That’s the way you win loyal clients who will ...

Companies around the world are making customer experience (CX) the top priority according to Harvard Business Review Analytical Services (HBRAS). But to do so takes more than lip service. To deliver ...

Which touchpoint on the B2B customer’s journey gets the credit for the conversion? Explore multi-touch attribution models with Alex Macura. Executives have always desired a “single source of truth” to ...

Learn how marketers are using AI to gain a holistic view of the customer experience—without losing sight of individual touchpoints. Understanding the intricate tapestry of the customer journey is ...