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• Sep 1

  Want to Deliver Better Customer Service? Immerse Yourself in Context

  Fighter pilots use situational awareness. Party planners rely on themes (like Under the Sea or the Wild Wild West). Educators use what they call instructional design scenarios. Why? To deliver top performance. When it comes to customer service, we call it context and nothing is more important t...Read more

• Jul 20

  Delivering Quality Customer Experience When Agents Work From Home

  When COVID-19 forced offices worldwide to shut down, contact centers had to quickly adapt. Continue reading...

• Jul 15

  Don't Make These Common Self-Service Customer Experience Mistakes

  Many companies are turning to self-service to provide a better customer experience at a lower cost. In fact, a report by Customer Contact Week Digital found that 91% of organizations identify web self-service as a relevant investment focus. Continue reading...

• Jul 13

  The Pandemic Is Changing How Consumers Feel About AI in CX

  Business looks significantly different today than it did just a few months ago. While the impact of the pandemic on enterprise operations and strategies has varied dramatically across industries, one thing has remained consistent: consumers are changing the way they engage with brands. Continue...Read more

• Jul 1

  The Tale of a Table, 2 Stores and Why a Holistic Customer Experience Is Important

  Let me tell you the tale of a missing table. After three years in our current house, my wife and I are in the middle of a project to get our back garden landscaped and arranged just the way we want it. Continue reading...