How to rethink customer and employee experience
COVID-19 has dramatically impacted how we interact in society — and in the enterprise. From emergin [...]
Technology + Innovation: Building the superhuman agent | McKinsey
Researchers, academics, and innovative organizations have produced a seemingly never-ending [...]
Vision 2025: Hyperpersonalized care and ‘care of one’ | McKinsey
As the traditional call center has evolved into a contact center, companies have begun to vi [...]
Customer-care organizations: Moving from crisis management to recovery
As the COVID-19 pandemic spreads around the world, companies across all sectors scrambled to stabil [...]
The Role of AI in Customer Experience – Pointillist
by Will Thiel “By 2025, as many as 95 percent of all customer interactions will be through channels [...]
Why Customer Experience Is Now Job No. 1 for CEOs
Job No. 1 for CEOs today is ensuring the company delivers a compelling customer experience. This la [...]
Exploring the Full Potential of Customer Experience
I'd like to make the case that most companies out there are still failing to explore the full poten [...]
What Are Customer Expectations (and How Have They Changed)
For many companies, several different departments clamour to own the customer, with marketing, sale [...]
17 stats that show why CX is so important
Customer experience (CX) has been a hot topic for a number of years now, with global brands like Ai [...]
ICMI’s Top 50 Thought Leaders to Follow on Twitter in 2020
For six years running, ICMI has compiled a list of the top 50 thought leaders to follow on Twitter. [...]
The Loyalty Economy – Customer Value
Executive Summary Vanguard, the mutual fund company known for its low-cost index funds, freq [...]
Employee Engagement: 4 Keys to Delivering Exceptional Customer Experience | CIO
Engaged employees drive better business results. It’s been studied, the stats are in, and it’s just [...]
