What it Takes to Build Customer Loyalty Online
The shift from face-to-face interactions and relationships to digital interactio [...]
Lessons in Emotions: Why You Need an Emotive CX Strategy
It’s not just about focusing on CX, but rather about having an Emotive CX strate [...]
5 Experiences That Define Strong Customer Service
Customer expectations are actions and types of behavior that people anticipate w [...]
New Study Finds 3 Top Priorities For CX Leaders
Since the pandemic began, Net Promoter Scores have collapsed across all 20 indus [...]
How to rethink customer and employee experience
COVID-19 has dramatically impacted how we interact in society — and in the enter [...]
Technology + Innovation: Building the superhuman agent | McKinsey
Researchers, academics, and innovative organizations have produced a seem [...]
Vision 2025: Hyperpersonalized care and ‘care of one’ | McKinsey
As the traditional call center has evolved into a contact center, compani [...]
Customer-care organizations: Moving from crisis management to recovery
As the COVID-19 pandemic spreads around the world, companies across all sectors [...]
The Role of AI in Customer Experience – Pointillist
by Will Thiel “By 2025, as many as 95 percent of all customer interactions will [...]
Why Customer Experience Is Now Job No. 1 for CEOs
Job No. 1 for CEOs today is ensuring the company delivers a compelling customer [...]