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Pros and Cons of Implementing a CX Chatbot

Customer service leaders know that 2020’s CX strategy should be different from 2019’s—businesses need to evolve and modernize...


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Tags: Customer Experience, Chatbots, AI Chat Support,

Social Customer Service: 3 Strategies from a Marketer

Achieving a clear line of sight into customer needs and preferences gives companies the ability to make proactive, informed...


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Tags: Marketing, Customer Experience, Guest Blog,

Sarah Burnett: How the COVID-19 Global Pandemic Will Propel Transformation

Sarah Burnett is an executive vice president and distinguished analyst at Everest Group, with global responsibility for the...


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Tags: Intelligent Automation, Guest Blog, RPA,

Around the World in a Day: Introducing Virtual Xperience

As we all try to find the meaning in what’s been happening in the world for the past three months, one resounding message is...


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Tags: Guest Blog, business continuity, COVID19,

7 tips to avoid common pitfalls with AI in customer service

Research is clear: customer service is one of the biggest drivers of customer loyalty. In fact, 78 percent of U.S. consumers...


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Tags: Customer Satisfaction, AI, customer journey,

How do you say ‘thank you’ to your customers?

Do you say ‘thank you’ to your customers? If so, how often? If not, have you considered the power of appreciation? Whether...


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Tags: Customer Experience, Guest Blog

Is Net Promoter Score Dead?

The Net Promoter Score® (NPS) and the wider ecosystem to which it belongs, the Net Promoter System®, have long been...


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Tags: Guest Blog, net promoter score, strategic goals,

Beyond RPA: A Roadmap for Intelligent Process Automation

No sports team throws players onto the field without a coach and a game plan. No business hires employees without a manager to...


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Tags: Guest Blog, Employee Experience, RPA,

EX and CX - Better Together

The Intersection of Employee and Customer Experience 

I just read Stacia Garr’s research on the 4 Levers of Employee...


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Tags: Customer Experience, Guest Blog, Employee Experience,

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Brooke Granovsky - Jul 1, 2020
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