6 Top Customer Experience Trends in 2021
The digital transformation of companies accelerated significantly in 2020. In pa [...]
AI and Top CX Trends 2020
At the recent Forrester Data Strategy & Insights 2020 virtual conference, an [...]
Linking the Employee and Customer Experience
Pundits and CEOs have long debated the relative merits of whether to focus prima [...]
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 [...]