Sarah Burnett is an executive vice president and distinguished analyst at Everest Group, with global responsibility for the...
Customer service leaders know that 2020’s CX strategy should be different from 2019’s—businesses need to evolve and modernize...
Tags: Customer Experience, Chatbots, AI Chat Support,
Achieving a clear line of sight into customer needs and preferences gives companies the ability to make proactive, informed...
Tags: Marketing, Customer Experience, Guest Blog,
Sarah Burnett is an executive vice president and distinguished analyst at Everest Group, with global responsibility for the...
Tags: Intelligent Automation, Guest Blog, RPA,
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...
Tags: Guest Blog, business continuity, COVID19,
Research is clear: customer service is one of the biggest drivers of customer loyalty. In fact, 78 percent of U.S. consumers...
Tags: Customer Satisfaction, AI, customer journey,
Do you say ‘thank you’ to your customers? If so, how often? If not, have you considered the power of appreciation? Whether...
Tags: Customer Experience, Guest Blog
The Net Promoter Score® (NPS) and the wider ecosystem to which it belongs, the Net Promoter System®, have long been...
Tags: Guest Blog, net promoter score, strategic goals,
No sports team throws players onto the field without a coach and a game plan. No business hires employees without a manager to...
Tags: Guest Blog, Employee Experience, RPA,
I just read Stacia Garr’s research on the 4 Levers of Employee...
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